Robin Fiske enjoys customer support so much, she joined the group twice. Robin worked for Escape for nearly seven years when she took a two year hiatus. Of course, we missed her terribly, so when we called and showed her the Escape Online 5 software (and casually mentioned that a position was open), she jumped at the chance to join the team a second time. She expanded on her knowledge of Escape Departmental systems to become the rep for all of the Escape Classic Finance customers. Currently, Robin is the only Finance rep who supports multiple software packages: Escape Online 5, Escape Classic, and Escape Online 4. What is your favorite part of working for Escape? — I love solving puzzles. When a call or email comes in I get to put my detective hat on, wield my trusty magnifying glass, and search for clues. I’m an avid reader of mysteries and thrillers, so it’s kind of fun that my real life job lets me exercise my brain in a similar fashion. I may not be picking through crime scenes, searching for dead bodies, or grilling possible suspects, but I still get satisfaction from solving the mysteries that my customers shoot at me every day (plus my job is much less bloody and smelly!). I'm a software detective!
Can you give us a quick play-by-play of your average work day? — The great thing about my job is that no two days are alike. Well, except for Marathon Meeting Mondays. But other than that, I come into the office without any idea of what awaits me. I almost always have a plan of attack in mind (need to finish looking into that issue for Cupertino, or I need to finish writing up my incidents and CRs from yesterday) but that never happens. I’ll receive a phone call or an urgent email from a customer, and once I dive in to it, the day just flies by.
In addition to resolving customer incidents, I get to write up Change Requests (CRs) to help shape Escape Online 5, and attend Design meetings with the programmers to give feedback or ask for assistance with the more complicated CRs. I have weekly conference calls with one of my customers where we discuss their open incidents. Throughout the day we support reps bounce ideas and questions off of each other; a lot of on-the-fly and off-the-cuff discussions about incidents or how the software is/should work. I’m also constantly testing the software.
What have been some of the highlights of your career at Escape or elsewhere? — Well, I’ve never been fired from a job, does that count as a highlight?
What are your favorite activities or things to do when not working? — Reading! Gardening, cooking (I keep telling myself I love that), attending my boyfriend Brad’s shows (he’s the drummer for a popular local band. Yes, I’m dating a musician. And yes, my parents adore him.). We are shopping for a pair of cruiser bikes so bike riding around the ‘hood will be a favorite activity.
Where are you from originally? — I lived in Frazier Park (a tiny town on the Grapevine that consists of a gas station, a trailer park, and a bunch of tumble weed and horny toads) until I was 7, then my family packed up and moved to Foresthill, CA (thank goodness). I was raised a small town country girl, y’all.
If you weren’t a support representative, what would you be? — I’d be a marine biologist, dolphin trainer, radio DJ, novelist, or Crime Scene Investigator.
What is your favorite food? — Anything Mexican!!! Although I’m a strict vegetarian so I should rephrase that to say anything Mexican without meat or lard.
What is your ringtone? — Brrrrrrriiiiiinnnnng! Brrrrriiiiiiiiinnnnnnng!
If you could meet one person, who and why? — I wish I had some deep, insightful answer like Buddha or Mother Theresa, or Neil Armstrong or Robert Kennedy. But in truth, I’d only be honest if I said I wanted to meet Johnny Depp. I bet he’s hilarious. I love funny people. He’s incredibly gifted in the acting department. And, let’s face it: he’s beautiful. Don’t tell Brad.
If you could have any superpower, what would it be? — I wish I could speak the language of the animals, so I could understand just what the heck my dog Remy is always trying to tell me. He walks up to me, puts his paw on my leg or my arm, stares deep into my eyes, and whines. He always looks so insistent. And Sable, my cattle dog pitbull mix, is always exuberantly barking and howling. Brad says she sounds like a werewolf. I feel like Timmy is trapped in the well and we’ll never be able to save him, because we can’t understand the messenger!