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Julie Standridge | April 6, 2023 |
Get to know some of the best and brightest at Revel Systems® in our recurring “People POS” question-and-answer series. Our previous spotlight featured Crystal Deaderick, an emerging enterprise account executive who helps growing brands take advantage of Revel’s cloud-native solution.
In this blog post, Revel’s Marketing Communications Manager Julie Standridge sits down with Benas Narmontas, lead support trainer, for a Q&A session to explore how he drives customer success throughout our support organization. Read on for a closer look at the many ways Benas and his colleagues contribute to Revel’s world-class support team.
(Q): Thanks for chatting with me today, Benas! To kick things off, I’d love to take a look at your career progression. Can you share more about what ultimately led you to Revel?
(A): Of course. I studied history at university in Lithuania and then moved to Canada. They had a program where you could apply and get a visa for one year. I met some friends there and we all eventually moved back to Lithuania. One of the friends I moved back with landed a role at Revel Systems, and he recruited me to come join the team.
At Revel, I got my start in the support organization and worked there for a couple of months, later transitioning to an onboarding team for our support organization. After interviewing, I was eventually offered the role of a support trainer. Interestingly enough, my father is a trainer as well and does this for a living, so it felt like a natural fit for me.
I am now the lead support trainer and am approaching year seven with Revel. Looking back, it’s been fun to try a few roles throughout our support organization and experience different stages of the training process.
(Q): Wow—seven years! Congratulations on your tenure and your growth at Revel. What does your role as lead support trainer look like today?
(A): I guess there are really two main parts to the role. When there aren’t new support training classes coming in, I’m focused on creating curriculum and all of the ongoing courses that we release to our newest support staff. There are also a lot of side projects that I’m brought into—it’s always something different!
When we do have a support training class going through onboarding, my days are pretty structured. I arrive at the office around 9 a.m. and I spend most of my day with our newest team members. I like to think our onboarding is very robust, but at a high level, we educate the class on Revel’s history, how we support our clients, and the tools they have at their disposal to provide a first-class client experience.
I also have great support on my team and am able to pass off the role of coaching a new onboarding class every other session. This allows me time to focus on other tasks that I’m responsible for throughout the week.
(Q): You spend most of your time educating our support team on the many available Revel features so that they can help clients make the most out of our platform. Is there a feature that stands out to you as a favorite?
(A): For the new hires that come in, I would say their favorite features are typically based on their previous experiences. If someone comes from the restaurant world, they’re always amazed by Revel’s restaurant menu builder and how granularly you can set up products in Revel’s management console. For someone who is new to the restaurant and retail worlds, everything is amazing to them.
It’s hard for me to say what my favorite feature is because there are so many. But I will say that my personal favorite part of the four-week training course is when we are talking about customer service.
That’s when I get to talk about specific stories and use cases where our team was able to really make a difference in a client's day-to-day operations. My hope is these stories—whether they involve a challenging situation, a client who made us laugh, or a lightbulb moment for a client—get our new support staff excited for the challenge ahead of them.
(Q): Having access to Revel’s 24/7 support team is a big selling feature to many Revel clients. In order to empower our support team to offer such a valuable service to our clients, how do you prepare them to deal with some of the challenges associated with this type of role?
(A): I try to be really positive. Yes, there will be difficult cases. You may be getting a call where you’re faced with a unique issue that you don’t know the answer to. It really depends, and it can certainly be stressful! However, you also have all of these amazing colleagues around you who value knowledge sharing. The talented team we’ve built here helps to lessen the stress of the role.
During onboarding, we listen to recordings of actual client calls. After our training wraps, I actually send trainees to shadow our current support staff so they can listen in to real conversations. This helps them quickly gain real-world experience so they can hit the ground running when they are fully ramped up.
I always tell people that after a while, the role just becomes easier and easier. I think this is similar to any role out there.
(Q): You’ve been at Revel for nearly seven years. How has the company supported your career growth, and what has changed over the years in your eyes?
(A): When I think back to my early career at Revel, and the state of the company at that time, everything was a bit more chaotic. We were still very much a technology startup. Structure soon trickled in and with every year, our company’s mission has become more and more clear. This helps me in my role because my curriculum can be even more focused as I align it with our company-wide goals.
Career-wise, all of the managers here are very supportive and you can learn from everyone. I have my direct manager, but the atmosphere here encourages you to talk to everyone and learn from anyone. When I talk with my manager or someone senior, I don’t feel like I’m talking to someone senior. I just feel like I’m talking to a colleague, and that is really refreshing.
(Q): Revel’s Lithuania-based office sits in the middle of a thriving technology hub in Vilnius, Lithuania. In your eyes, how does Revel stand out in terms of company culture, benefits, or anything else that comes to mind?
(A): I have to say that you’ll find similar benefits all across the board now. What really stands out to me here are the people. And you’ll hear this over and over again from people who work here.
For example, in the training class I’m working with now, there is a person that is returning to Revel after a year and a half, and we see that often. And whenever you meet someone who has left Revel, they always say that they wish they could come back—and I’m not lying!
Revel is really my second legitimate job in my career, but I have no intention of leaving because the people here are really grounding.
(Q): What excites you about coming to work everyday and what helps you stay passionate about your role?
(A): I get to meet new people roughly every month and I get to spend four weeks with them. This helps me really get to know them personally, and I meet an awesome new group of friends. Not just colleagues; friends.
I’m really proud that I know a lot of people by their names. I don’t often need to ask “what’s his name again?” and I know at least some of their stories. This inspires me—I really enjoy learning about the unique experiences of others and how those experiences can shape their contributions at Revel.
(Q): Last but not least! When you’re not training our newest support class, what do you enjoy doing outside of work?
(A): I have a one and a half year old at home and I’m lucky to spend most of my time with him and my wife. I enjoy playing Magic: The Gathering and I love playing video games in general. When time allows, I spend a lot of time cooking for my family—and eating too!
Tenured colleagues like Benas are such valuable additions to the culture we’ve proudly built here at Revel. A big thanks goes to Benas and Revel’s entire support organization for the tremendous value they provide our clients.
If you’re a client in search of support assistance, we encourage you to check out our comprehensive support resources on Revel’s help site, submit a support ticket by emailing support@revelsystems.com, or explore our video resources available at Revel University.
If you’re based in Lithuania and are interested in pursuing a role on Revel’s best-in-class support team—and meeting Benas in person!—don’t hesitate to browse our careers page and apply if you think you might be a great fit.
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