At GRID, our dedicated team of support operators plays a crucial role in ensuring seamless experiences for both clients and internal teams. With a diverse range of responsibilities—from managing technical inquiries and monitoring performance metrics to fostering collaboration across departments—these operators embody adaptability and teamwork. Today, we sit down with Enya and Tony to explore their journeys, the rewarding challenges they face, and how their collective expertise drives customer satisfaction and enhances our operational efficiency.
1. With technology evolving so rapidly, no two days in Support are the same. What’s the biggest lesson each of you have learned—whether from years of experience or a fresh perspective?
Enya: Two things: Anything can happen, and with time, you can achieve anything.
When I say “anything can happen,” I mean that during your shift, a hundred things could go wrong. The key is to take a breath and try to understand how to fix them. Simply put, you adapt.
As for “with time, you can achieve anything,” I believe there’s no roof to the potential each of us have. We can work hard to reach our goals—while, of course, taking breaks when needed! Learn that new skill, improve your existing ones, and embrace new opportunities!
Tony: One of the biggest lessons I’ve learned is adaptability. In our field, things don’t remain static. With new opportunities and changes coming our way daily, being able to adapt quickly and efficiently is of utmost importance.
Another vital aspect is the importance of teamwork. This might seem like a no-brainer, but in a large team, it’s crucial to make the most of being cohesive and helping each other improve. Whether it’s problem-solving, skill-sharing, or any other detail that helps us grow, working together enhances our contributions to the company.
2. Support touches many areas of the business, from customer service and technical investigations to operations and knowledge management. What specific areas do each of you cover, and how do your responsibilities differ?
Enya: As a Customer Support Operator, our responsibilities include managing series—creating, deleting, rescheduling, and ensuring data/stream quality meets standards. We also handle client inquiries, communicate with Tournament Organizers (TOs) about any issues, create incidents when necessary, and generate/send reports.
Recently, I also took on a temporary Knowledge Base (KB) Management task. This involves creating quarterly reports on KB statistics, raising issues to management or the article authors if the team has trouble finding information or has questions about specific articles, and ensuring the KB remains clear and concise for all departments at GRID.
Technical Support Operators have additional responsibilities, such as collaborating with TOs on testing broadcast setups, ensuring configurations on our end are correct, and managing the access of different accounts.
I like to think of it this way: Customer Support has two ingredients for a carbonara, and Technical Support has the other three. Together, it’s amazing! We complement each other to do our jobs better!
Tony: All members of the team handle similar aspects of the business, such as customer service, issue reporting, and monitoring when problems arise. Additionally, knowledge management plays a key role, allowing everyone to acquire new knowledge that benefits our team’s workflow.
Beyond that, some members are trained to take on technical investigations when issues are raised, ensuring that the most optimal service is maintained. Other team members are responsible for reporting duties, helping various teams gather accurate data related to the content we cover.
This distribution of responsibilities allows for a smooth day-to-day workflow, maximizing efficiency and ensuring the best possible service is delivered to our clients.”
3. Hard to imagine anyone hasn’t heard the classic ‘Have you tried turning it off and on again?’ But does it really work that often? How frequently do you encounter problems that can be solved with such a simple fix?
Enya: Every day. There are many situations—especially streaming-related—where a simple refresh, cache clear, or restart can work wonders. Whether the solution is simple or not, it’s crucial to be empathetic with clients and Tournament Organizers (TOs).
Tony: As cliché as it sounds, it really does work that often—we sometimes underestimate the power of a hard refresh or a feed restart.
4. What’s the most rewarding part of your job—whether it’s resolving a tough technical issue, helping a customer, or working closely with other teams?
Enya: It’s definitely my coworkers! They are all amazing, talented, and so kind. I’ve learned so much during my time here at GRID with them. We always strive to help each other, and we have great chats! This type of environment allows us, as a team, to improve our skills and enhance customer satisfaction. Teamwork makes the dream work!
Tony: Our job is multi-faceted, and to be frank, most of what we do feels rewarding since our role is pivotal and we assist a variety of people, from customers to other teams. I’m an avid learner, and being exposed to new technical issues while acquiring knowledge to solve them is always gratifying. Undoubtedly, the most rewarding part for me is solving technical issues that help our customers.
5. To wrap things up, we’d love to know: What’s your favorite video game, and what do you enjoy most about it?
Enya: My favorite video games are usually Valorant and SWTOR, but I recently started playing Stardew Valley with my girlfriend, and now I’m completely obsessed! I used to play League of Legends around 2015, but when Valorant came out, it took over—and now we have a love-hate relationship. This might be blasphemy, but it’s like CS2 with League of Legends-style gun skins and agents. Perfect!
Tony: Despite broadening my gaming library over the last few years, I remain an unconditional Counter-Strike fan. I grew up playing it, and after 20 years, I’m still playing it. I truly believe its simplicity and unfathomable skill ceiling are the keys to its success.
Look out for the next edition of Meet the Team!
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