Every day, Sam McCumpsey gets to put on his “tights and cape” and be someone’s superhero.

It’s a routine that he expresses half-jokingly, but one that’s authentically experienced through his IT clients. As a Network Engineer offering remote phone support to customers experiencing any level of IT-related pain (from password problems to application crashes to security concerns, etc.), Sam McCumpsey is completely locked in on what his job truly is.

“I have to help the customer understand that we are on the same team. That I care. That I am here to get you back to work, and you can have the confidence in me to get that done as quickly as possible,” Sam said.
When the phone rings, it’s time again for Sam to wield the cape. 

His listening skills might be his superpower.

Listening? It’s what his job is, Sam says flatly: To find out exactly what the customer needs, and often that means offering a soothing voice, confidence, and an open ear to their current frustration.

Technology Services Delivery Manager Brad Russell expands.

“An area where Sam excels: He listens very well. He asks easy-to-understand, yet targeted questions, and he does not talk over the customer’s head. He listens, he empathizes, and all the while he’s working in the background, absorbing everything that they have said, what he knows about the client and their environment, and putting a picture together of what the problem looks like, and what the solution looks like.”

Humor serves as a savvy secret weapon.

One way to redirect a frustrated mindset to a calmer one? Humor.

“Example? ‘The computer is doing crazy stuff? Do you have a large mallet or a large rock available?’ But you gotta deliver it deadpan,” Sam says.

Humor doesn’t just calm nerves. It builds rapport and, slyly, creates a memorable experience, helping clients remember how Sam, a 14-year Datamax veteran, made them feel, not just how he fixed the issue

Clients respond to their "Hero" experience. 

Cloud Team Support Desk Manager Jennifer Edens chimes in on how Sam embodies the ideal Datamax client experience.

“He is an amazing technician. We get a lot of feedback from our end-users after working with him; they love him, and on top of that, he has a very quick response and resolution time on his tickets. He says he loves the job because he gets to put on his ‘tights and cape,’ be someone's super-hero, and he does just that.”

Superhero powers, unlocked. Raving Fans, Created.