In our latest podcast, Kinsey Clark, a veteran with over 20 years of experience in the U.S. Army and a seasoned player in the tech support world, shares his profound insights on career growth, leadership, and the challenges along the way.
He discusses his journey from the grassroots of ground support to strategic leadership roles, emphasizing the versatile nature of support careers.
A key dilemma for aspiring support professionals is the choice between startups and established companies.
Clark advocates for both, highlighting the technical skill development in startups and the structured experience in established companies.
He notes that while startups often require more technical acumen, established companies provide a well-rounded view of conventional software support.
Clark candidly discusses the challenges in transitioning from a startup to a more structured corporate environment. He emphasizes the importance of discipline and the potential shock of moving to a rule-bound organization from the free-wheeling startup culture.
When advising on how to pick a startup, Clark suggests looking for companies with a positive relationship between support and other departments. He warns against joining a startup where the support team is undervalued or overburdened, as this can lead to a toxic work environment and hamper personal growth.
Kinsey Clark's insights reveal that a career in support offers a unique blend of challenges and opportunities. From developing technical expertise to navigating complex organizational structures, support roles provide a comprehensive skill set that can lead to significant professional growth.
He delves into the nuanced skills required for a thriving career in tech support. His insights go beyond technical know-how, highlighting the importance of soft skills in the rapidly evolving world of startups and established companies.
Clark emphasizes the need for humility and self-awareness in the support profession. He seeks candidates who demonstrate active listening, an understanding of their limitations, and an ability to honestly communicate these to both customers and colleagues. According to Clark, acknowledging what you don't like about work is as crucial as what you do like, as it reveals your capacity for honesty and self-awareness.
Clark discusses the importance of a proactive attitude in support roles, especially in startups. He recommends focusing on what you can control and not overextending yourself with issues outside your responsibility. According to him, venting frustration is natural, but it's crucial to channel this energy productively after a point.
Most frustrations in support roles stem from internal organizational challenges rather than external customer interactions. He suggests that companies should provide avenues for venting to prevent burnout and maintain a healthy work environment.
A crucial piece of advice from Clark is the emphasis on engaging with communities outside of work. He advocates for joining networks like Support Driven or Customer Success Collective.
Such communities offer valuable opportunities for learning, sharing experiences, and building relationships that can be crucial for career advancement.
Clark stresses that aspiring leaders should be patient and introspective about their motives for seeking leadership roles. He advises that often, growth opportunities might require moving to a different organization or exploring roles in different departments.
His key takeaway: be prepared to step out of your comfort zone for career advancement.
Reflecting on his military career, Clark draws parallels between the army and startups, especially in terms of organizational dynamics and the balance between discipline and initiative. Understanding organizational structure, he suggests, is vital in predicting and navigating workplace challenges.
Here are a few key takeaways for any aspiring support professionals:
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