Alison Mungia and Jack Becker are Senior Tech Support Specialists at RCS. They are two of the voices you need in the middle of the night or when you just can’t get something to process exactly to your vision. Let’s get to know them a little bit better:
Alison
How long have you worked in Tech Support?
14 years in December!
What are common questions you are asked?
We get such a wide range of questions. I would say the most common are how do I configure something (optos, sources ,etc.)? Or why did something play the way it did on air?
What tools are most helpful to you when trouble shooting and solving a problem?
The most helpful tool is the customer themselves. Their details and information help us find the cause.
Do you have a favorite story?
My first call was Jim Graham from WSSL, Clear Channel in Greenville SC. Although I had done technical support before coming here, I was really nervous about taking my first call by myself. He was so nice! He made me feel comfortable right away. I still enjoy talking to him.I feel like I know a lot of these customers pretty well and can now recognize them before they say their call letters or name. I know about their kids, pets, etc. It is so nice to see these guys in person and put a face to the voice.
Jack
How long have you worked in Tech Support?
I’ve been with RCS since just after Thanksgiving 1990.In 1990, RCS was still in the village of Scarsdale NY. We had 19 employees, Judith, Andrew, and Mark Economos were a very active part of the company, and we had 3 cats in residence in the office.
Selector was already the #1 Music Scheduling software program and we were just migrating from Version 11 to the Brand new Version 12. Radio Stations were almost all Live, as Digital Automation was still several years away from being viable.
I think the computers were either hand-cranked or wood burning.
What are common questions you are asked?
Almost 22 years later, the most asked question is how to get the best rotation of Hot Current Categories. Next is how to set up the schedule output to communicate with Digital Automation.
What tools are most helpful to you when trouble shooting and solving a problem?
When a person is looking for guidance in resolving an issue, a clear description of what they are trying to accomplish, the steps they took in order, and the result they got versus the result they wanted.The clarity helps find a solution to their problems.
Do you have a favorite story?
Sometimes in the daily rush and routine, a person is so familiar with the Section of the program they “live” in, that you are expected to picture right away where they are.One day I got a call from a Music Director and when I answered, he told me “I can’t get my thing on the thing.” Trying my best not to burst out laughing, I said… “Can you be a little more specific…?”
Anything else you want to add?
Yes… I feel privileged to be part of such an amazing group of people. Plain and simple I’m surrounded by smart people and they’re fun!I came to RCS after having been in Radio for over 20 years. (I even went back on-the-air every so often for the first 10 or 12 years I was here.) I’ve made great friendships not only among my fellow co-workers, but also with radio programming people all over the world.
We have the best creative people working together to offer solutions to the radio industry. Working with bright and success oriented people is a joy.