At NHTC, keeping our customers connected takes people who can wear a lot of hats, and Nick Morgan is a perfect example.
Nick joined the NHTC team in June 2020 and serves as a Security Solutions and Network Operations Center (NOC) Technician. His role covers a wide range of responsibilities, from helping customers resolve internet issues to installing and programming security systems and cameras in homes and businesses.
No Two Days are the Same
On any given day, you might find Nick installing an alarm system at a home or business, running wire and programming cameras for a video surveillance system, helping customers with internet or telephone issues from the NOC, or assisting NHTC’s hosted phone team with an installation for business customers.
Sometimes, it’s a combination of all the above. That variety is one of the things Nick enjoys most about his job.
“Every day is different, and it’s one of the things I truly enjoy about my job.”
But no matter what the day brings, his focus remains the same: helping NHTC customers.
Respecting Our Customers’ Time
For Nick, providing great customer service means more than simply resolving an issue. It means understanding the value of our customers’ time and how important a reliable connection is to their everyday lives.
With internet playing such an important role in how our customers work, learn, communicate, and stay connected, getting service restored quickly matters.
“We realize that you don’t have all morning to be on hold or transferred from one person to another,” Nick said. “We do everything we can to resolve service issues as quickly as possible.”
That’s especially important when something as essential as your internet isn’t working the way it should.
“We don’t want to waste your time,” he said. “We want to make sure your service is working.”
More Than Fixing the Problem
When a customer calls the NOC with an issue, Nick’s first goal is simple: fix it.
“If that’s all I do, I’m happy with that,” he said.
Whenever possible, he also wants customers to come away from the conversation understanding a little more about their service. Nick takes time to explain equipment in their home, how it works, and what customers can do to help make sure their service performs its best for the way they use it. That combination of troubleshooting and education can help customers feel more confident about the technology they rely on every day.
Local Support Makes a Difference
Before joining NHTC, Nick spent six years working as a service technician for a national provider. That experience gave him firsthand knowledge of how frustrating outsourced customer support can sometimes be, not only for customers but for employees as well. It’s also one of the reasons he sees NHTC’s local NOC team as such an important part of the customer experience.
“When you call the NOC, you won’t have to tell a robot what issue you’re having just for it to transfer you to the wrong department,” Nick said. “You’ll be talking to a person who is part of this community – a person you know.” For Nick, that’s one of the things that sets NHTC apart.
“We aren’t a massive call center in some far-off place,” he said. “We aren’t just local. We are part of the same community as our customers, and if you’re having issues with your service, we are here to help.”
From Internet Troubles to Security Solutions
Nick’s role also takes him beyond the NOC and into customers’ homes and businesses as part of NHTC Security Solutions.
Whether he’s installing an alarm system, programming cameras, or helping configure a business phone system, his work gives him the opportunity to help customers with several different technologies. That versatility, and the chance to solve a different problem every day, is exactly what makes the job interesting.
When He’s Off the Clock
Nick’s adventures don’t stop when the workday ends. One fun fact his customers and coworkers may not know? He’s a certified scuba diver!
So, whether he’s troubleshooting an internet connection, programming a security camera or exploring underwater, Nick isn’t afraid to dive in and figure things out.
After six years with NHTC, we’re grateful to have Nick as part of our local team, helping keep our customers connected, supported, and secure. We look forward to having him on the NHTC team for many more years to come.