Laplink’s Customer Service Center: Behind the Scenes with Arminda Ramirez

Laplink’s Customer Service Center: Behind the Scenes with Arminda Ramirez

Laplink Customer Experience Representatives staff around the clock. They’re PC setup pros dedicated to providing how-to guidance on any aspect of PCmover. We sat down with Customer Service Center representative Arminda Ramirez, better known as Minn, to learn more about what she brings to Laplink’s exceptional customer experience.

Hi Minn! We’re so glad you could take some time to chat with us. What can you tell us about your background in customer service?

Arminda Ramirez: I have over a decade of experience in customer service and technical support. I worked with a multinational auto manufacturer for about half that time. I’ve been a customer service team leader for more than four years. I’ve worked with customers from the UK, the US, and Australia face-to-face, via chat, email, and over the phone. I love being able to help people, and I find working with customers to be very rewarding.

How did you find Laplink?

John Erwin (Laplink’s CSC supervisor) invited me to apply! He was my trainer when I worked at a previous company. I was searching for a job that would allow me to work from home when John contacted me. He explained that Laplink offered flexibility, and that I would be able to work remotely. I had recently set up a home office with an upgraded PC and improved bandwidth, so I was ready to go! Then the pandemic hit, forcing almost everyone to work remotely. Joining Laplink’s CSC team in December 2020 couldn’t have come at a better time.

"Working from home has allowed me to be a bigger part of my children’s education. I’ve been able to guide and participate in their studies and learning activities, and I’ve gotten to see more of their strengths and areas in need of improvement."

What do you find most rewarding about working remotely for Laplink?

I love that I have more time for my kids! I have a son in grade school and a daughter in college. Before, it took several hours to commute to and from work each day. But now, I can devote those same hours to quality family time. Working from home has also allowed me to be a bigger part of my children’s education. I’ve been able to guide and participate in their studies and learning activities, and I’ve gotten to see more of their strengths and areas in need of improvement. Working from home has made it possible for me to better support them with my time and attention, and I’ve really improved my own multitasking skills!

Minn and her two children

What is the biggest challenge you face as a customer experience representative and how do you address it?

Sometimes customers will contact us with questions or concerns that demand a higher level of technical knowledge than is typical in customer service. At Laplink, we can make the decision to assist them myself or escalate the question to technical support. I see technical questions as a great opportunity to learn something new! We are lucky at Laplink to have several team members with deep technical knowledge, including support experience at Microsoft. They make it a point to share their knowledge with the team when new issues arise so we can learn and increase our ability to assist customers quickly and efficiently. Sometimes they even make short, supplemental training or demo videos for us to watch so we can see exactly how to help a customer in a similar situation in the future without needing to escalate. Learning — and then going the extra mile with new knowledge to help others — is a big part of my life at work and at home. I feel it is such a blessing to have learned so much from my work and from my team members.

"At Laplink, we can make the decision to assist them myself or escalate the question to technical support. I see technical questions as a great opportunity to learn something new! We are lucky at Laplink to have several team members with deep technical knowledge, including support experience at Microsoft. They make it a point to share their knowledge with the team when new issues arise."

Do you have any advice you can share with us from your experience?

Customer service is about being patient, listening, and empathizing with customers. You have to think fast and outside of the box — be resourceful. But even more than that, I always say: Don’t stop with what you already know. Keep learning! Always aim to be better than you are.

Get to know us

Laplink Software, Inc. has been a global leader in consumer, SMB, and enterprise PC migration software for nearly 40 years. We have earned the loyalty and trust of millions of organizations and customers worldwide. PCmover software saves time and budget, reduces migration risks, and increases efficiency. Only PCmover’s proprietary technology includes full selectivity that transfers data, applications, and settings from an old PC to a new one, even if the two PCs run different versions of Windows. Laplink Software is a privately held company founded in 1983 and is headquartered in Bellevue, Washington. Need to consult a PCmover expert? Contact us — anytime!