People of Paxton
Jasmine Cook, US Frontline Support Technician
23th May 2023
In this month’s People of Paxton, we spoke with Jasmine Cook, one of our talented problem-solving technicians on our US Frontline Support team. You can read about what makes her tick, Jasmine’s journey at Paxton Inc, and the role she undertakes supporting Paxton customers.
Let’s get to know Jasmine. Jasmine is a single mother of three boys, one girl, aged 14 to 7; and a two-year-old miniature American bulldog. Her four children love sports, from football, basketball, to volleyball. Being a ‘sports mom’, she spends a lot of time taking her children to practices and games while keeping on top of household work. “My house is very structured. Everyone has to do their part by washing their own clothes, cleaning, and keeping their grades up! I always tell my kids that your job is to keep your grades up, and my job is to keep you active in sports.”
When asked how to balance work, family, and personal time, Jasmine says she likes to listen to music or read. She said: “It is my only ‘me time’ after my children go to bed. I relax by taking a long bath with candles on the side of the bathtub. I also read and listen to podcasts. I try to fill myself back up with encouragement because throughout the day, I send good energy to the customers and people around me.”
Jasmine started at Paxton four years ago working in the factory. In early 2020, she wanted a change and started looking for new opportunities in other Paxton departments. She explains: “I wanted to get more hands-on with the products, work with customers, and learn more about the business. I wanted to challenge myself and to see where I can go in the company and in my career.”
Despite having no prior customer service experience, Jasmine was offered an opportunity to join our Support team and pursue her career interests. She said: “It doesn’t matter where you work – warehouse, frontline or management – Paxton recognizes good people. Being given this opportunity inspired confidence in what I can do and do well.”
Having worked in Support for about two years, Jasmine advises customers on a daily basis, including trouble shooting systems, assisting with sales enquiries, and more! When speaking to customers, she keeps one thing in mind: “The customers may have already spent some time figuring out the problem, it’s important for me to maintain a good attitude and reassure them while providing the technical support they need.”
One challenge that Jasmine (and everyone in the Support team) faces is that they never know what’s coming before they answer a call. This is where the teamwork magic comes in: “If I don’t know the answer to a question, I will turn to my colleagues anywhere in the world for help. We support each other.
“We don’t often get to meet colleagues from our other territories, but we form relationships helping our installers and end-users. A lot of times we pick up a call, and we recognize each other’s voices!”
Want to contact our US Support team? Find them here.