Today, David Wigle is Gatekeeper’s Senior Customer Support Specialist. But he didn’t get there overnight. He started with the company nearly 4 years ago, and his first role was answering phones.
David said he already had a deep knowledge of computers, having completed a Network Engineering Degree, but had little experience with customer service.
More of an introvert by nature, David said pushing himself to learn and excel at customer support has been a personally rewarding experience.
He said the key was learning to treat every interaction with care and intention, rather than just going through the motions. “I believe that’s honestly what a lot of people will feel when they talk to bigger corporations.” he said, “they just feel like they’re a ticket number and not a person.”
“You have to put yourself in the customer’s shoes,” he said.
Even though he has moved up to a more technical role in the company, he said he still regularly takes calls. “I built up two years of relationships with all these customers,” he said, “they’re already used to dealing with me, and I can take five minutes out of my day to answer their questions.”
It’s that passion for being challenged that David said he loves about working at Gatekeeper. “We try to stay as cutting edge as possible,” he said, “every year we get new products and things change. So, you’re always in a state of having to keep your mind open and learning.”
There’s also a personal aspect that drives David in his job as well. “I have three daughters in school,” he said. What he does at Gatekeeper helps to keep children safe on their commute, children just like his daughters. “It helps motivate me to get out of bed really early in the morning,” he said.
When he’s not working, David said he loves camping with his wife and daughters. “When I first joined the company, I purchased an older Chevy Blazer. I put some work into it, and now I’ve been able to turn it into a vehicle that I can take the family up to a mountaintop for the weekend. I can go camping pretty much year-round if I want to.”
From teaching himself how to fix his car to excelling in his work, David attributes his accomplishments to dedication and passion. “I just try to take pride in what I do,” he said.