How A Culture Built on Core Values Inspires PortPro’s Customer Support Team

Rachael Gonzalez is PortPro’s Director of Customer Support. With a strong background in technology and emphasis on security (She has a Master’s Degree in Cybersecurity and is also an Adjunct Professor of Cybersecurity & Computer Science), Rachael is enjoying her focus on building meaningful connections with clients so they can fully embrace all the benefits of PortPro’s technology.  

From the moment she arrived at PortPro, Rachael was impressed with CEO Michael Mecca’s emphasis on the company’s four Core Values — 1) Always do the right thing; 2) Have good energy only; 3) Lead by example; and 4) Be a team player: show up ready, and be proactive. Across the company, employees are inspired to perform at their very best with a leadership that values a strong company culture as its top priority. 

At the heart of PortPro’s Customer Support team is a group of dedicated professionals who act as “mission control” for clients’ needs. One might ask what impact do company values have on supporting customers?’ According to Rachael, “it is the foundation for how I lead the support team. Leading a team of professionals rooted in these values creates a positive and enriching atmosphere for the team to thrive, and pushes them to bring the best version of themself to work. This correlates directly to the commitment they bring to every customer interaction.”

Time is of the essence when it comes to solving the problems of fast-paced Drayage operations. Real-time challenges need real-time answers! Live Customer Support is available to all users on the Platform from 8:00 am-8:00 pm (EST) Monday - Friday. 

Rachael’s team mantra is to treat each customer with respect and integrity — responding and following up promptly, and being a proactive listener to understand each customer’s questions. Above all, the Customer Support team is accountable for its actions.

Good Energy Only and Be Proactive are Rachael’s personal favorite company values that she has instilled into the Customer Support strategy. A positive attitude and proactiveness in a remote workforce is vital to the team’s health, and the ability to service customers with the level of excellence they deserve.

Add to this, the power of positive thinking which is proven to help overcome challenges, reduce stress, increase problem-solving capabilities, and improve overall relationships; all are attributes that lead to higher customer satisfaction among PortPro’s customers.

As Mission Control, the Support team is often the bridge between all teams (Onboarding, Customer Success, etc.) and customers.  PortPro’s motto in Support is – “If you can be the answer, then be the answer; otherwise Be Proactive, go find the answer, and be there for the customer!  Customer Support is a core function of PortPro’s customer success strategy, touching all areas of the customer lifecycle. They build value — building trust and strong relationships supported by prompt Live Chat and Video Assistance, addressing concerns quickly and resolving them as fast as possible. 

PortPro prides itself on offering a holistic customer experience starting with the Onboarding Team, engaging with the Customer Success Team, and always having the Customer Support Team at hand for ongoing support.  Whether it's guiding a perplexed customer through a troubleshooting process or offering personalized recommendations, PortPro’s team of knowledgeable professionals backed by a customer support group transforms challenging situations into positive experiences for all.