All types of talented people are in high demand in New Zealand’s lucrative IT sector, which is booming right here in Waikato.
Rocketspark – a local IT success story – looks for all kinds of clever and creative people in its drive to streamline the website creation process for customers – not just the tech-savvy (though IT experts are in extremely high demand both world-wide and in Waikato!).
With HQ in Cambridge and a few team members working remotely in New Zealand and offshore, the Rocketspark team is passionate about making websites fun as well as inspiring customers with clever e-commerce solutions in a fast-changing world.
FutureForce® caught up with Rocketspark Customer Success Team Leader and Events Co-ordinator Chantal Gellert, a former Sacred Heart Girls’ College student, to find out more…
Customer Success Team Leader & Events Coordinator
Top Career Tip
“Go out and get experience any way you can, whether it is part time work or even volunteering. Demonstrating you have experience is key to employers having confidence to employ you.”
A Chat with Chantal about her role
Customer Success Team Leader & Events Coordinator
Former Sacred Heart Girls’ High School Student
How did you get into this career?
I studied a Bachelor of Applied Management at Wintec majoring in event management and sales and marketing. I volunteered at an event that Rocketspark were part of, and they asked me to work at an event they were holding. From there I got a job working part time in the Customer Success team while I was still studying and then went on to a full-time role. I’ve been here for almost three years now.
What do you do?
My team looks after our customers and design partners – these are people who design websites on the Rocketspark platform for their clients. We answer questions, advise them in terms of their website, help with marketing queries, offer education, support and general advice for their business. This could be through email, phone or online webinars. We also liaise with our product, marketing and development teams with any feedback we have from customers.
For the event co-ordinator part of my role I help organise Rocketspark events including Launch, which is a two-day conference we hold for our design partners to help with their business and designing on Rocketspark. We also help run a quarterly creative meet up in Hamilton called Process for creatives to network and listen to some inspirational speakers, along with any other customer events throughout the year.
What have you learnt on the job?
I had no experience building websites or using platforms, so I have learnt a lot of the technical and internal processes. While I had worked with customers in other roles it was never to this level of phone and email communication, every day. I think I have always had a good communication style but have learned to develop it further for the needs of this business.
What do you wish you knew when you left school?
I wish I knew that I didn’t just have to study for one particular job, and that study can lead to so many different roles in so many different industries. I never thought I would end up in an IT company, but I love it.
What does someone need to know when starting out at work?
The first few months can be hard, as you are finding your way and learning so many new things but push through this time! You don’t know what you can achieve until you do it. Before you know it, it will become easier. Be open minded and take any opportunities that come your way.
What advice would you give someone looking at this type of work?
While this is an IT company, the jobs don’t just mean sitting behind a computer all day. There are such a variety of roles within Rocketspark including marketing, creative, product and partners. You don’t just have to know about technical coding and be an IT expert, so long as you are willing to learn, are disciplined, have attention to detail and enjoy being in a creative space.
What's the best career advice you have ever received?
One of my lecturers at Wintec told us to go out and get experience any way you can, whether it is part time work or even volunteering. Demonstrating you have experience is key to employers having confidence to employ you. I would never have landed this job if I hadn’t been volunteering at the event I spoke to Rocketspark at!
What advice do you have for keeping balanced and managing stress?
Take time away from work to do something you enjoy like catching up with friends, going to the gym or going for a walk. It helps you clear your mind and it’s hard to overcome challenges if you’re not doing something to change your mindset.
What do you like most about working at Rocketspark?
I like the team environment; it is supportive and really cool. They are accepting of ideas and keen to see you do well. I like dealing with customers and partners. It is such a good feeling when you help them, and they are so thankful. I like doing the events too as I then get to meet some of these people in person.
Where would you like to go with your career?
I think it’s important to keep improving and be motivated to enjoy your work. I enjoy helping people, so I see myself staying in this area. Rocketspark is really supportive and offer a lot of opportunities so there is always something to aim for.
On the job
What do you do at work?
- We start with our ticketing system which manages emails and reply to any customer or partner queries.
- From 9am our phones are open, so again we are responding to customers and partners.
- There might be tasks from the day before to resolve as we might have needed input or information from another team that has become available.
- We update the help guides we send to customers or create new ones if new features have been developed.
- We might plan for upcoming webinars.
- We assist with any tasks partners might need help with.
- We find and connect with partners to see if they are free to take on new customers.
Becoming a Customer Team Leader
Skills, subjects and qualifications and Events Co-ordinator
What sort of person do you need to be for this type of work?
You need to:
- Care for the customers
- Be understanding and empathetic to customer needs
- Be able to take on feedback
- Use initiative
- Be self-disciplined
The two most important attributes are:
- Having great communication skills so you can work with a range of people, including customers, partners and your team
- Having excellent attention to detail
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Useful School Subjects
“English is important for communicating with customers, both through email and over the phone. Some design or creative subjects would be useful as, although they’re not essential for my job, a creative flair helps in this industry and puts a level of enjoyment in the role.
From university, my background in Marketing is valuable because we work with the Marketing team. The management papers I did are also beneficial because they have helped me in leading a team.”
Jeremy Johnson, who founded Rocketspark from a student flat with his brother Grant and their good mates Richard and Lee, says the business and others in the sector are always on the lookout for front-facing team members keen to drive business and find smart solutions for customers.
Rocketspark looks for people from a range of backgrounds including management, web design and ecommerce, graduates and even keen people straight out of secondary school.