A Peek Into a Day in the Life of QueryPie TPM Team: The Secret to Winning Over Customers

Greetings!

Have you ever wondered, "What exactly does the TPM team do?" The TPM team stands for Technical Project Management team. Our role goes beyond solving technical issues; we are at the forefront, working alongside our partners and customers to help them quickly overcome challenges.

We provide comprehensive training on the installation, operation, and usage of QueryPie to our partners. Additionally, we are always by their side, assisting with the various challenges they face when supporting their customers. Whether it’s dealing with complex technical issues, handling unexpected downtimes, or managing feature requests, the TPM team works around the clock to analyze problems and offer solutions. We collaborate closely with the development team to ensure the customer’s needs are met with the most effective support, ensuring no disruptions to their business.

So, what does a day in the life of a TPM team member look like? Let’s take a closer look!

The First Step of the Day – Issue Review & Planning

The day for the TPM team starts with reviewing the Jira tickets left by customers the previous day. This is where we carefully examine each issue that arose and prioritize the ones that need to be addressed immediately. Once an issue is resolved, we ensure that all team members are informed about the situation and the solution, so everyone can provide consistent customer support.

For example, when a customer reports an issue like a temporary QueryPie outage, followed by a reboot or similar actions, we hold a review meeting to share all known issues. By discussing the situation, we can predict and resolve the problem immediately. This level of efficiency is possible because the TPM team members bring diverse expertise from various areas.

Once the plan is organized based on priority, it is shared with the team right away, and customers are notified quickly, so they can track the progress and see that their issue is being resolved in real-time!

Communicating with Customers and Real-time Response

In the afternoon, the TPM team dives deep into communication with customers, focusing on resolving issues. Based on the customer's request, we use various communication channels to address problems, and sometimes, we collaborate with both the customer and partners to solve long-standing complex issues.

Additionally, through the ‘On-Call channel,’ the TPM team actively communicates with weekly ‘on-call’ developers. Each week, a new developer is assigned to monitor customer inquiries in real time and be ready to respond immediately. This enables us to quickly identify customer problems and provide answers promptly. This ‘on-call’ system is especially beneficial in handling unexpected issues, as multiple field experts can simultaneously review and resolve the issue, speeding up the process significantly.

Wrapping Up the Day with Additional Support for Customers

As the day comes to a close, the TPM team takes a final look at the issues addressed throughout the day. If there are any unresolved matters, we ensure they are completed by the evening. In cases where additional materials or guidance are needed, we organize and send them to the customer to ensure all necessary information is provided. This final step ensures that customers are fully supported and that no issue is left unattended.

Reliable 24/7 Support with Our Customers

An indispensable part of the QueryPie TPM team’s day is our 24/7 support system. With our on-call developers available during the week and the entire team always prepared to address customer issues anytime, anywhere, we ensure seamless problem resolution. Regardless of time zone differences, customers can reach out for help whenever needed. This gives our customers the peace of mind knowing that no matter the issue, they have a reliable support team they can always count on.

Wrapping Up for Real

A day in the life of the QueryPie TPM team is filled with efforts to ensure our customers can confidently use QueryPie without any concerns. With the support of our weekly on-call developers and the entire TPM team working together, we strive to keep our customers’ businesses running smoothly. We hope you too can continue your business journey with the steadfast support of QueryPie!