Rachel_Minch is a native Texan and has been at CA for six years this August, and currently supports customers of CA PPM (formerly Clarity). Rachel has always been on the tech side of things. She's worked as a programmer, developer, QA and product support -- all of which help her see things from our customer's point of view.
"CA PPM is extremely customizable, and the product is ever-changing. Our job is to divert the repetitive issues and focus on unique complex cases."
Customers are encourage to search the communities and the knowledge base documentation before opening a ticket. Chances are - the support team has had your question before!
"The biggest change I have seen in support since I started is that the clients are much more savvy. They are interested in self-service, chat sessions, mobile apps, and participating in the CA communities. They enjoy sharing knowledge and exchanging ideas with other clients and CA employees."
Outside of work, Rachel enjoys reading, gardening, and spending time with her family - husband, two daughters, and three dogs!
"CA has a diverse work environment that celebrates everyone’s uniqueness and combines their strengths to build great teams. CA cares for its employees and it shows when thru their great attitude and they constant drive to deliver superior customer service."
CA Technologies Expands the Definition of Technical Support