How K3 Technology’s Support Team Is Raising the Bar for Client Care
At K3 Technology, our clients are at the center of everything we do—and it shows. As K3’s support team manager, I’m excited to share our latest customer satisfaction score—99%. The score reflects positive feedback from our clients across all service interactions in Q2 of 2025. In the fast-paced world of managed IT services, sky-high satisfaction is more than a stat—it’s a signal that our people-first focus is making an impact.
We achieve this level of performance by building trust through proactive communication and reliable service that’s personalized to every business we serve. When ticket volume is high, we balance speed and quality by combining strong internal communication with continuously evolving automations to effectively prioritize workloads and meet our clients’ needs.
From an IT support team perspective, customer satisfaction is vital. Exceptional service sets us apart from other managed service providers (MSPs). We utilize customer feedback to improve the efficiency of our interactions. Your satisfaction serves as a meaningful motivator, reinforcing the team’s drive to perform at our best and exceed expectations. Every Friday, we delve into the results of our weekly customer satisfaction surveys and share the positive achievements our clients report. This transparency gives team members a chance to reflect on how we’re doing, recognize one another, and celebrate wins together.
Behind the 99% customer satisfaction score are the real stories—stories of initiative, empathy, and everyday excellence. In a recent feedback survey, one customer commented on a technical issue that escalated through multiple levels of our service delivery team—applauding them for providing a consistently positive experience at every stage. I love that our clients see the strength of our collaboration and appreciate how seamlessly we integrate our collective expertise to resolve challenges.
We asked two of our frontline support engineers to share how they’re creating standout experiences for the companies we serve. Here's what they said:
Will Avery, Support Engineer—a.k.a Proactive, Professional Problem-Solver
How do you deliver such high satisfaction?
“I make sure to understand the issue clearly and respond quickly to get it resolved. I also follow up afterward to ensure everything’s working as expected. That keeps communication strong.”What drives your performance?
“I’m always eager to learn and improve my skills. That mindset helps me tackle challenges and deliver consistent results.”What does “above and beyond” look like?
“I look for ways to prevent problems before they happen. One example is when a large group of users relocated. I adjusted system rules to prevent disruption and keep everything running smoothly.”
Gil Nguyen, Support Engineer—a.k.a Compassionate, Customer-Driven Champion
How do you deliver such high satisfaction?
“Honestly, I’m surprised when customers report back so positively. I treat them casually with respect and sprinkle in a little southern hospitality. And I never lose that sense of urgency—we’ve all been in situations where we needed help and had to wait. I strive to show empathy.”What motivates you?
“My Christian faith plays a big role. I want to use my work to bless others, just as I’ve been blessed. Consistently showing kindness and a heart for service is part of who I am.”What does “above and beyond” mean to you?
"Going above and beyond means being proactive and responsive, and treating every customer with kindness. I truly value the relationships we build, and it's inspiring to see how hard our clients work in their careers. When I remote into a user’s desktop, I don’t just focus on troubleshooting; I take a genuine interest in their work. With K3 serving customers all over the globe, I’ve found that asking questions and learning about each individual helps them feel heard and valued. It’s about making sure they feel seen, beyond the screen."
A Team Dedicated to Delivering Results
When you hire K3 Technology, you get an IT business partner as committed to your satisfaction as we are to your success. In our view, managed IT services aren’t just about fixing problems—they’re about building trust, anticipating needs, and making people’s days a little easier. I’m proud that our team lives that out every day. To Will, Gil, and the entire K3 team: thank you for your passion, professionalism, and dedication. And to our clients: thank you for trusting K3 to keep delivering results.
