Meet a Helpful Human – Krissy Franklin

Posted on by Todd Terwillegar
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We’re the employees you would hire if you could. Responsive, helpful, and dedicated in ways automation simply can’t be. We’re your team.

Each month we recognize one of our Most Helpful Humans in Hosting.

Meet Krissy Franklin

Krissy Franklin is a mother of three wonderful grown children, which she considers to be her greatest achievement. Professionally, she has experience in numerous fields, including photography, research, and even agriculture, but for many years had wanted to pursue a career in the Technology Industry.

To explore the possibilities, she attended a course in Linux at Open Cloud Academy, and during that course a young man came in to share his experience working at Liquid Web. Krissy had never heard of the company, but his words inspired her and she never forgot about Liquid Web. After graduation, she applied and was so excited when offered a job.

Today, Krissy is a Linux System Administrator at the San Antonio location, and we wanted to find out what helps her to “bring it” daily.

Krissy Franklin - Helpful Human

What draws you to the Hosting Industry as a career?

With it being my first job in the Hosting Industry, I really didn’t know what I was getting myself into. I have since found it to be a very rewarding career, especially since I get to work directly with our customers. When customers contact me, they have an issue, and it’s my goal to solve that problem. It is absolutely satisfying when the problem is resolved or when I see the customer’s website load that has been offline. Our customers are amazing, and I love interacting with them everyday.

Is there something specific at Liquid Web that you just love?

The number one thing I love about Liquid Web is how I feel like I am part of a family. Liquid Web is a truly great company. They value their customers as well as their employees. I am honored to be a part of this team.

In your eyes, what’s the difference between Liquid Web and other employers?

Liquid Web is unlike any company I have ever worked for. Both the management and Executive Team are very hands-on with everyone. They know your name and truly care about you beyond your role. They’ll stop by your desk just to say hello, or these days with most of us working remotely, send caring emails out to the company highlighting specific employees and their contributions with fanfare. To me, that’s unheard of, and I truly love it.

What is the biggest milestone you’ve accomplished?

Starting my new career at Liquid Web and launching myself into the Technology Industry was a huge milestone for me. While the learning curve was significant, the rewards are equally gratifying. Being able to utilize my education hands-on and help solve the everyday challenges our customers face is quite unique. It’s not just another normal 9-5 grind; it’s a “change of scenery” so-to-speak because each customer, website, and challenge is so different.

Tell us about a truly rewarding experience you’ve had with a customer.

My most rewarding experience with a customer cannot be limited to one. I have gotten to work beside so many awesome customers during my time at Liquid Web. Getting to know the person on the other end of the live chat or phone call after repeated interactions is amazing, even if not ideal for the customer. I get to know their personal and professional stories while working through the issue, and often, get to know their pet’s names too, which is adorable and adds a bit of fun to the day.

I try to ensure every single interaction with my customers is a positive experience, and hopefully a memorable one that showcases what our Support Team tries to embody: being The Most Helpful Humans in Hosting®.

What is one thing you wish our customers knew about their hosting?

Our customers would benefit from knowing that our Support Team is truly here to help, no matter what the issue is. We will not stop until we have explored every solution we know of. Many customers do not know we have something called “Beyond Scope Support,” which enables Support to do the best we can possibly do to help customers with issues that lie outside our normal scope of work. This could include failed WordPress plugin installs, or something like considerations for migrating to Nginx from Apache. We are here to make sure our customers succeed.

Work aside, what are some of your hobbies?

I consider myself an aquaphile, which is someone that loves being on and in the water. I live near a lake and spend a great deal of time playing on it with good friends.

What is your nickname at Liquid Web and why?

Early on, I was given the nickname “Linux Mom” by one of my teammates. I’m not sure if that was because of my age, the way I speak, or because I always had candy at my desk. Either way, since being a mom has been my greatest achievement, I consider it an honorable nickname.

What is your favorite TV show?

I’m not normally a huge TV fan, but I have been enjoying Peaky Blinders lately, which is a Netflix series. I don’t think that show will ever end, the characters always seem to be getting into more trouble.

What is your favorite app?

My favorite app is currently Candy Crush. I finished playing the game all the way to the end years ago, but they keep adding new levels. It’s a bit addicting.

We hope you enjoyed our series, and stay tuned for the next Most Helpful Human in Hosting profile.
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Todd Terwillegar

Todd has been published with several global brands on the topics of marketing, SEO, and blogging, including Nexcess & Uberflip. You can follow Todd on LinkedIn.

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