Interview conducted by Dana Smith
Hi Marc. We’re so happy you’ve joined the Customer Care team. Where are you originally from?
Hi! I’m from a quiet little south Dublin suburb called Foxrock.
What brought you to Hushmail?
I graduated with a BA in digital media in Ireland and packed my bags for Canada looking to explore the mountains and slopes, capturing the beauty of British Colombia through my camera. I wasn’t sure what I was facing on the other side of the ocean but, after a short time of bouncing around Vancouver, found myself being welcomed into Hushmail by a very supportive and friendly team.
I was looking for a great company in Canada where I could build a foundation. Working in an IT company back in Ireland for a number of years gave me the knowledge and ability to tackle this new and exciting role.
What is your role at Hushmail?
As a Customer Care Specialist, I work with customers to help maintain their accounts and resolve any issues that may come up. This most often involves helping them to understand how our service works and answering any questions they may have.
What is your favorite part about working at Hushmail?
I get to chat with people from all over the world through emails and on the phone. I always end up having a good chat with somebody for a while and get to fill them in on the Vancouver weather, which is a popular topic that comes up (that and where my accent is from).
I’ve gotten travel tips from people in cities all across the world, including North America, which is great as I want to explore while in this part of the world. Getting this first hand knowledge from locals is always great.
What are the biggest obstacles you face in your work?
Every customer is important and wanting to get everyone’s query resolved immediately can be a difficult challenge to face. Thankfully the customers we meet are usually understanding and happy to work with us to help solve the issue.
What have you discovered about your position at Hushmail that has been surprising to you?
The variety of challenges you can face and how quickly you have to jump from task to task is very exciting and can keep you on your toes. It’s great for me as I love to stay busy and challenge myself day to day.
We’re encouraged to be genuine and ourselves with the people we encounter, which is great because you end up building relationships. It’s nice to give and receive a warm welcome when you pick up the phone and have a great catch up.
What would you like to learn more about or how would you like to grow in either your work or personal life?
I always like to learn new skills and face new challenges. I’m quite a creative person and love producing work. In Ireland, I worked as a photographer and did some design. I practice these in my free time. Along with my duties on the support team, I would like to learn more about marketing from the team here.
What would you most like Hushmail customers and potential customers to know about what you do at Hushmail?
I’d like them to know that the team is working as hard as possible to understand and resolve your issues. We communicate with each other to resolve and troubleshoot difficult tasks, and we really do care and want you to leave with a happy and pleasant Hushmail experience.
Would you like to share anything about your life outside of Hushmail?
I came to British Columbia to explore the mountains and trails that surround the area. I love enjoying the summer we desperately lack in Ireland and go white water rafting, kayaking, hiking and climbing whenever I can, while also getting to enjoy the Vancouver winter, learning to snowboard and building my first snowman.
The rain doesn’t bother me; I feel if you’re Irish, you’re immune to it. I’m a cat man through and through. I have two cats back home that I probably miss the most while over here (don’t tell my mom).
What's one thing about you that might surprise your customers (or your team members) if they knew?
I’ve never had a McDonald's or Burger King burger!
Is there anything you'd like to mention that hasn’t already been addressed?
I’ve fallen for Vancouver hard and hope to stick around for a long time if it’ll have me.
You're welcome to contact Marc or any of our other Customer Care Specialists through our Contact us page, Monday-Friday, 7 a.m. to 5 p.m. Pacific Time.
He warmly welcomes new Hushmail customers, helps them get started with their accounts, and nurtures customer relationships. In his spare time, he enjoys photographing the great outdoors and whitewater rafting, kayaking, hiking, climbing and snowboarding whenever he can. Meet Marc, Hushmail’s newest Customer Care Specialist.