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 Meet the Team - Nick

Meet the Team - Nick, Customer Support Manager

At Outfox, transparency and community engagement are core to our values as a company. With that in mind, we'd like to introduce you to some of the hard working members of the Outfox team. These are the folks behind the scenes here every day making sure that we are providing the best optimized gaming network available. Get to know them a little better in our series, Meet the Team. 

This time we interview Nick Biedlingmaier, who you may have already met if you've reached out to our Support team for help before!

Introduce yourself and tell what your title/role is on Outfox. 

My name is Nick and I am the Customer Support Manager for Outfox. That just means that I support the agents that support you! I am also game tester extraordinaire, in that I am involved early on in the process for adding a new game to Outfox. I usually fire up the game, check the different regions, and obtain some early network data for our Operations team to use in the next round of testing. We go through several levels of testing and configuration before adding a new supported game to Outfox. It’s a pretty neat process to be a part of!

When I'm not working, I enjoy playing games on PC, camping, hiking, and most anything related to music. I’ve been playing guitar off and on for over a decade and have a vinyl record collection that’s always growing. When I’m not busy being bearded, I also really enjoy wet shaving as a hobby. Something about all the different smells, whirling a brush around soap, and using a hunk of metal to shave hair off my face feels manly.

What's your typical workday like?

I oversee day-to-day operations for the Outfox support team. I drink an entire pot of coffee and then dig into customer-reported issues, tickets, and related metrics. As the product matures, I make sure my agents have the appropriate level of knowledge to help our customers. I am a huge proponent of customer satisfaction, so a portion of my day is spent looking at customer surveys as well. I also work closely with other departments, specifically our product and development teams, to ensure any identified bugs or other issues are appropriately cataloged.

I occasionally take lunch breaks, too.

What's something you are most proud of in working on Outfox? 

Probably the training I've done with my agents and how excited they were to be supporting this product. Anything that has to do with video games has to be a cool thing to support, right? Also, the issues we experienced in beta and beyond and working with our product team, specifically Keegan, in getting those bugs and defects prioritized to fix quickly. Communication around that stuff internally has been smooth, which is good for our users!

I am also really proud of every Outfox team member. A lot of hard work and long hours went into bringing this product to fruition. From my agents on the front-lines, to the developers hammering away on keyboards, to the front-end team getting our website all polished and snazzy – and everyone in between.

Lastly, and I am not sure if “proud” is the right word, but I am super thankful for all the customers who have worked with my team or myself directly on reporting issues with Outfox and extensively testing and providing logs and such. Being willing to stick around and work with a support team in order to get a better grasp on issues and test out different possible solutions is an awesome collaboration.

What are some of your favorite games, both past and present?

My favorite game of the moment is probably Destiny 2.  I just picked it up for PC and am really digging it. I grew up playing the NES and original fat Gameboy. Mega Man 2 was always a fave, and of course Pokemon.

My earliest console gaming memories were on the classic consoles, like the NES, but my primary outlet for gaming now is the PC. I actually grew up in 2 different households, both with Macs. Mac gaming was my thing for a long time. Downloading demos over dial-up on Happy Puppy (remember that site?!) and CNET. Glued to the monitor playing Wolfenstein 3D, Doom II, Duke Nukem 3D, Descent, Prime Target, Damage Incorporated, and Marathon 2: Durandal (ayyy old school Bungie!). Good times. In the late 90s/early 2000s my family moved from Mac to Windows and I picked up Diablo II. Man, that was my jam. Absolutely loved that game. I can still hear Deckard Cain asking me to stay a while and listen.

Nowadays I have a modest rig. Nothing crazy or fancy. I have a library full of Steam games, most of which I haven’t played yet. Funny how Steam sales do that. 

What are you looking forward to in the future of Outfox?

I think the gaming market is hot and Outfox stands out among similar products. I'm excited to see us grow as a brand. We rely on honest marketing and aim not to pander to gamers. Fire, dragons, and Doomguy are cool and all, but at the end of the day results are what matter. Transparency is a big thing for us, too, which we accomplish by being open and honest with our users and letting them take Outfox for a risk-free test drive. I also look forward to further optimizing our current roster of games, as well as adding new games into the fold. I know lots of people want to see big name titles like WoW and CS:GO. We’ll be doing a lot of research and testing to work towards supporting those (and other) games properly and adding them to Outfox. In addition to new games, the ability to add custom games is something we’re looking into, and that’s pretty awesome!