When we asked Ceilet Young-Lorato why she was inspired to work in technology, she said, “It’s how my brain works, I’m a fixer by nature, and in technology, we fix things.”
As a Technology Solutions Coordinator, Ceilet helps High Touch bring the human touch to technology by serving and supporting High Touch’s IT Solutions clients.
“You Don’t Have to Roar to Be Fierce”
Whether it’s her cheerful, yet calm voice over the phone or her smiling face at a site visit, Ceilet is often the first point of contact for High Touch’s IT Solutions customers.
She jokes that she’s, “the office mom.” Her motto, “you don’t have to roar to be fierce,” certainly fits the reserved, collected spirit it takes to be the “mom” of a technical support team. Moms have a special set of skills, like knowing where things are when you can’t find them or knowing what’s wrong when you can’t quite put your finger on it.
Building a Customer Connection
As Technology Solutions Coordinator, Ceilet brings the human touch to technology firsthand. Troubleshooting tech hiccups, especially over the phone, can be a difficult job for both the customer and the support team. In some cases, a simple on/off reset fixes the problem forever. Other times, you have to completely dismantle the machine and rebuild it.
For Ceilet, the key is building a meaningful client/partner relationship.
“I enjoy reaching out to our clients and getting to know them on a personal level,” states Ceilet. “It makes a huge difference in our ability to provide good support.”
Ceilet helps customers communicate and get to the bottom of their technology issues, then coordinates and schedules support personnel based on client needs. She’s the middle-woman between confusing tech jargon and common customer language. Her job requires her to coordinate many internal customer support processes as well, such as auditing support tickets and documentation, providing hardware and project billing documents, and tracking customer hardware orders.
Staying Motivated by a Job Well Done
Ceilet began her career as an ice cream scooper at Braum’s, and she’s been working on delivering smiles as part of her customer support work ever since.
As the main point of contact for many of High Touch’s clients, Ceilet hears directly from customers about the quality of support High Touch provides. “The satisfaction of a job well done is what motivates me to be successful in my job. I get to see and hear client satisfaction stories every day,” states Ceilet. “It helps me communicate what we’re doing well and how we need to improve in the future.”
In her role, Ceilet often ventures out of the office to pick up equipment that needs to be repaired or to drop off equipment that High Touch has finished fixing. “Ice cream and new computers make people happy, and I like making people smile. There’s a connection there,” states Ceilet.
Ceilet’s motivation to deliver a job well done extends outside of the office too. In her spare time, she volunteers on her church’s Media, Hospitality, Early Childhood, and Youth teams.
Get to Know Ceilet
As part of our Employee Spotlight interview, we ask a series of lighthearted questions to highlight the unique, diverse personalities that make our High Touch team great. Ceilet considers herself an “extroverted introvert,” has a pet hamster named Chamomile, and doodles when she needs to focus.
If you could move to any other High Touch market, which one would you choose?
Whichever market is the warmest, probably Corpus or San Antonio.
If you could jump into a pool of anything of your choosing, what you fill it with?
In the winter, lotion. In the summer, ice cream soup.
What’s one quirky thing people don’t know about you?
I consider myself an extroverted introvert.
Is a hot dog a sandwich?
Yes, meat and bread with any kind of condiments constitutes a sandwich.
Does a cyclops wink or blink?
Blink, unless of course, he sees a cute girl. Lol!
What’s something you wish you could automate?
Cleaning the bathroom.
What’s your favorite mobile app or website?
The Dillons app. I like all things food.
Do you have any pets or kids?
I have two kids and a hamster named chamomile.
What’s the most awkward thing you do on a regular basis?
I doodle to regain my focus.
What’s your spirit animal and why?
A white tiger. They’re uniquely beautiful, rare, and possess an aura of quiet strength. You don’t have to roar to be fierce.
Would you rather go 30 days without your phone or three months with no dessert?
I’d definitely give up dessert. I’m trying to cut out sugar in any way possible.
Do you have any superstitions?
Never disrespect your money by putting your purse on the floor.
If you had a warning label, what would it say?
If she is quiet and will not make eye contact do not engage
You’ve been given an elephant. You can’t give it away or sell it. What would you do with the elephant?
Bringing the Human Touch to Technology.
Thank you, Ceilet, for everything you do for High Touch!
If you would like the opportunity to work with Ceilet and help us bring the human touch to technology, check out the open positions on our Careers page.More on Careers