William didn\u2019t stumble into DreamHost by accident, he was drawn by the powerful word-of-mouth network of Colombian colleagues who recommended the company. \u201cThere are several people from Colombia working here, and many of us know each other from past jobs,\u201d he said with a grin. \u201cSo it was like, \u2018Come join the party!\u201d<\/p>\n\n\n\n
What sealed the deal? The ability to work from home during COVID and, more importantly, the values DreamHost demonstrated from day one. When William needed time off for his wedding and honeymoon in his first year, DreamHost not only supported him but offered a monetary gift. \u201cThat blew my mind. They didn\u2019t just care that I was doing my job, they cared about me as a person.<\/em>\u201d <\/p>\n\n\n\n Good question. As a Live Chat Captain, William doesn\u2019t just put out fires, he builds systems that help others shine. He monitors the flow of customer support chats, identifies patterns, and ensures that DreamHost\u2019s frontline support agents have the tools and knowledge they need to excel at their jobs. \u201cLive chat is a moving clock,\u201d he explained. \u201cYou cannot stop, not a single hand at any moment, because the clock stops running.\u201d<\/p>\n\n\n\n It\u2019s fast-paced, nonstop, and sometimes overwhelming. \u201cIf only I had more hands!\u201d he joked. \u201cBut I make do with the two I have.\u201d<\/p>\n\n\n\n One of his proudest achievements? Setting the gold standard for what a Live Chat Captain should be. \u201cI trained a few new captains, and I\u2019ve tried to lead by example, keeping things organized, quick, and clean. This way we can keep the clock running as quickly as possible.\u201d<\/p>\n\n\n\n William is deeply aware of the stereotypes that plague tech support: long queues and answers that sound like they were written by a toaster. This isn\u2019t what he wants his customers to experience. \u201cThe first thing I do is put myself in their shoes,\u201d he said. His mission is to educate, not just resolve. \u201cI don\u2019t just say, \u2018This is fixed.\u2019 I explain why it was broken and how we fixed it. My goal is to give them the tools to grow.\u201d <\/p>\n\n\n\n It\u2019s no surprise that this approach comes from a place of passion. Before joining DreamHost, William worked as an English teacher for several years. \u201cTeaching is still a huge part of me,\u201d he said. \u201cEven though I\u2019m not in a classroom, I\u2019m still fulfilling my essence as a teacher by helping people learn and improve.\u201d <\/p>\n\n\n\n When he\u2019s not keeping support operations humming, William\u2019s life is full of love, laughter, and pets! He lives in Bogot\u00e1, Colombia, with his wife Lisbeth, and their trio of furry companions: Yoyo, a sweet but grumpy Shih Tzu who often perches on William\u2019s shoulder (like a majestic eagle) during work meetings; Pepper, Yoyo\u2019s shyer daughter; and a feisty, furniture-destroying Persian kitten named Hannah.<\/p>\n\n\n\n The couple recently bought and renovated their first condo, and while they enjoy going out to dinner and the movies when possible, they\u2019re just as happy at home watching suspense and thrillers like Se7en<\/em> or unwinding with a comedy. \u201cWe just spend time together. Sometimes we go on a bike ride or walk the dogs. It really depends on the day.\u201d<\/p>\n\n\n\n But the biggest twist in this support saga? William recently picked up knitting. Yep, knitting. He wanted to surprise Lisbeth with a handmade lilac blanket for her birthday (Aw, swoon!). \u201cNobody knew I could knit. I didn\u2019t even know I could knit,\u201d he laughed. \u201cI\u2019m racing against the clock, but I\u2019ll get it done. Probably.\u201d <\/p>\n\n\n\n So what should aspiring tech support folks know before joining DreamHost? <\/p>\n\n\n\n \u201cBe open-minded,\u201d William said. \u201cThere\u2019s not just one way to do things. You need to be curious, willing to learn. And be ready to teach, too, because helping people grow is the best part.\u201d<\/p>\n\n\n\n Whether he\u2019s coaching teammates, helping customers thrive, or knitting a blanket during his downtime, William Soto is a perfect example of how DreamHost blends tech with heart. We\u2019re lucky to have him, and we\u2019re sure Yoyo would agree.<\/p>\n\n\n\nWhat Exactly <\/strong>Is<\/em><\/strong> a Live Chat Captain?<\/strong><\/h2>\n\n\n\n
Tech Guy with a Human Touch<\/strong><\/h2>\n\n\n\n
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<\/figure>\n\n\n\nLife Outside the Chat Window: Dogs, Cats, and\u2026 Knitting? <\/strong><\/h2>\n\n\n\n
Advice For the DreamHost Curious<\/strong><\/h2>\n\n\n\n