For this month’s “Meet the Team” blog, we chatted with Customer Support Specialist, Zyna Pen. This guitar-playing gamer is an integral part of our team, as she helps customers troubleshoot their issues daily while keeping everything running smoothly.
To learn more about Zyna and what she does for fun, be sure to check out our latest “Meet the Team” blog.
To start, where are you from and where do you live now?
I’m from Dorchester, aka The Dot, also part of Boston, MA. I’m now residing in Everett, MA, just north of Boston.
As a Customer Support Specialist, you work with advisors daily, offering guidance, stronger strategies and best practices for our platforms. How did you get your start in this role and can you tell us your favorite part about it?
Since late August, I’ve been holding down this role. Total career change. My favorite part about it is that there is always something new to learn and discover in coding and given opportunities to do so.
Even though every day looks different, can you tell us what a typical workday looks like for you?
I generally like to start my day with a nice hot cup of black coffee. Dark roast preferred. My favorite at the moment is Death Wish. I’d imagine shouting, “Good Morning!” to inform my team that I’m still alive. Next, I start banging out those support tickets. Most support tickets are coding requests, troubleshooting calls, and sometimes custom work. Time flies when you’re having fun—especially being passionate about coding. Next thing you know, it’s already time to clock out.
Do you have any success stories or “a-ha” moments that have stood out when working on a certain project or with a particular client?
For me, it happens a lot when doing Walkthrough Calls. These clients would seem overwhelmed at first and try to blame themselves. I gently remind them that they just got to get their feet wet. Then, clients start to realize how easy it is to use our platform.
What do you like to do to “unwind” after a long day at work? Or is there anything in particular that you do to stay focused and motivated while working remotely?
I like to put on the VR and do about one hour of Supernatural. Especially after sitting for so long behind the computer, I got to move it! Cooking to some of my favorite jams helps set the mood for the rest of the evening. Catching up with my family and playing video games together brings me joy.
What do you like to do in your free time?
Besides playing video games, I try to train my Auditory Cortex. So, I picked up an acoustic guitar back in mid-2015. I like to practice and play along with the music until my fingers have gone numb.
There are only a few days left in the Winter Olympics, and they’ve been so fun to watch! If you were an Olympic athlete, which sport would you most want to compete in?
It gots to be Archery just because I already own a pair of bow and arrows. Have you seen Netflix’s show, All of Us Are Dead? I can leave that as a hint.
We love our furry friends at Twenty Over Ten, and always love to see pictures of them. Do you have any pets of your own? If so, what kind and what are their names?
Unfortunately, I don’t have a pet unless you count plants. I feed them, talk to them, and take care of them. So I guess they sound like pets to me. Nevertheless, I’m trying my best to keep them alive.
If you could instantly become an expert in something, what would it be?
Can I be an expert in multipotentiality? I have too many interests, so I find it hard to be tied down to one. But, if I have to choose one, perhaps a survivalist. I used to joke around about putting together a team and assigning tasks to people if society broke down.
What are you most looking forward to in 2022?
Honestly, this is the most challenging question for me to answer. I like to take it day by day. I am looking forward to celebrating my kids’ birthdays and holidays and having some normalcy in life. We’re in The Year of The Tiger, which embodies courage and bravery. Hopefully, I’ll get out of my comfort zone and tackle some internal challenges before the end of this year.
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About the author
Blair is a social media strategist at FMG Suite and Twenty Over Ten and has a passion for uncovering what drives online traffic and the highest engagement. She follows more animals on Instagram than humans and her greatest achievement is her daughter, Grey.