People Behind the Product: A Day in the Life of Support Team Lead

Meet Richard Jax, Cirdan’s Regional Support Team Lead, based in our Lisburn HQ.

Richard is a true client support expert! His journey with Cirdan began back in October 2024. On a daily basis, he balances many different projects and responsibilities, acting as a guide to both Cirdan’s support team as well as clients directly, helping them to perform their duties in labs around the UK, Ireland and beyond. In doing so, he forms an integral part of our expert team.

We caught up with Richard to get a deeper insight into the daily life of Regional Support Team Lead, and how Cirdan forms an integral part of his busy life.

What activities does your job involve on a daily basis?

It really depends on the day. The nature of my role is to enable my team to effectively respond to customer queries as they come in, which means every day brings a new unpredictable element! I also configure and tweak the tools used by our Support team, as well as the other teams in the organisation, to help streamline the process and make sure everyone is able to work on tickets and requests easily, and as quickly as possible for our customers. Then there’s the element of working with other teams right across Cirdan, to help refine processes and procedures, especially before a Go-Live, and liaising with our customers’ support teams, so that our communication is clear. If someone were to ask me what I was up to each day, the answer would be different every time!

What is your favourite thing about your job?

Mostly the fact that no two days are ever the same, there’s always something new going on, and more ways in which processes can be improved. I am constantly working on a task or two, and the people I work with are fantastic!

How do you spend your time outside of work?

It’s a very rock & roll lifestyle of reading, video games and movies. Anyone who meets me can tell within seconds I’m a nerd! Beyond that, I enjoy spending time with my two boys and my wife, barbecues and chilling out with my friends.

What are you most passionate about?

Technology has always been a big passion for me, ever since I was a kid playing around with my uncle’s Spectrum ZX81 and x386. So seeing the progress that’s been made, the new technologies coming into the fray, and how people are using them is an exciting prospect for me.