In 1992, U.S. Congress proclaimed Customer Service Week a nationally recognized event, which is celebrated annually during the first full week in October.
This week, we celebrate and recognize the fundamental role of our Customer Support folks and the significant impact they have on our company through their dedication to customer satisfaction. This post shines a spotlight on our newest team members by offering a quick look at how their efforts inspire our organization and support PathGuide’s ongoing success.
| Jaime Hidalgo – Software Support Engineer |
 Jaime joined PathGuide in April 2022. His specialties include using software such as Microsoft Visual Studio for C++ programming and SQL Server Reporting Services (SSRS) to create data reports. He holds a bachelor’s degree in information technology from Florida International University and previously served in the Florida Army National Guard.
Can you share more about your role with PathGuide?
I joined PathGuide about two years ago, and it’s been nothing short of an amazing work experience! The amount of effort and care that goes into what our team does and how we collaborate inspires and pushes me to do the same.
What part of your job do you really excel at or enjoy the most?
I’ve always been a big “comradery” person; without team harmony, I believe there is no way a project can get done properly. My favorite part of my job has been the ability to work easily with my team on anything. My co-workers have always been supportive and helpful when tougher cases come through the queue and an extra hand is needed.
Is there a customer issue you recently helped with or resolved that made an impact?
I’m currently helping a customer adapt PathGuide’s Latitude APK file that they currently use on their scanners for it to be deployable through a mobile device management (MDM) agent instead of installing it manually. This will enhance their workflow significantly by allowing the Latitude application to be remotely administered and installed through a central MDM console. Essentially, it will automate and simplify the installation of new scanners and the management of current ones, eliminating the need for manual management. It’s really interesting thinking about how this will turn out!
What is your favorite hobby or interest outside of the office?
Outside of work, you’ll probably find me at one of my local bakeries trying their new “baked goods of the month” along with a good mocha, as I’m a big fan of pastries and espresso drinks. I can also be found playing board games or having a weekend cookout with my family, along with exploring new local hiking trails. |
| Alma Danielson – Software Support Engineer |
 Alma joined PathGuide in June 2023 and holds a degree in IT engineering from Technologic University of Aguascalientes in Mexico. She is a resourceful team member who specializes in finding creative solutions to complex technical challenges. She brings a potent combination of technical knowledge, problem-solving skills and customer service strengths to our team.
Can you share more about your role with PathGuide?
I’ve been with PathGuide as a support engineer for one year and five months, providing solutions and assistance to our customers’ technical needs. My role allows me to ensure that our clients receive the support they need to maintain efficient operations with our products.
What part of your job do you really excel at or enjoy the most?
I focus on troubleshooting and resolving complex technical issues for our customers, which allows me to make a real impact on their operations. What I enjoy most is building strong relationships with clients and helping them find solutions that improve their workflow.
Is there a customer issue you recently helped with or resolved that made an impact?
Every case we handle is important, as each one plays a role in helping our customers maintain smooth operations. Whether resolving a technical glitch or providing guidance on system improvements, our support ensures that clients can continue running their businesses efficiently.
What is your favorite hobby or interest outside of the office?
Outside work, I enjoy playing video games like “The Legend of Zelda” and “Pokémon Unite,” which help me unwind and stay creative. I also love drawing and painting in my free time, as it gives me a chance to explore my artistic side. |
| Konrad Schaller – Software Support Engineer |
 Konrad joined PathGuide in August 2022. He specializes in networking and systems administration and how these components intersect with the technical needs of businesses and organizations. He holds a bachelor’s degree in information technology for software development from the University of Cincinnati and is passionate about branching out into other facets of IT to become a well-rounded tech professional.
Can you share more about your role with PathGuide?
I just completed my second year with PathGuide. Recently, I loved meeting customers for the first time face-to-face at the Latitude User Conference after having worked with so many of them during my first year. Being part of an awesome, talented team that capably helps our fantastic customers has been a rewarding experience.
What part of your job do you really excel at or enjoy the most?
One aspect of my position that I excel at is diving into the more technical support cases and gaining a firmer understanding of how our product functions. I have learned so much by working through our codebase when I don’t already understand the granular details of how a specific product feature or function works.
Is there a customer issue you recently helped with or resolved that made an impact?
There was a recent bug that I discovered in a patch released for a customer and I was able to figure out the precise cause. I made sure this was documented and submitted the bug to be rectified. Being able to successfully troubleshoot and resolve issues like this is gratifying.
What is your favorite hobby or interest outside of the office?
While I have a decent number of hobbies outside of work, my two favorites are riding my bike (whether it’s for leisure or physical training) and working on solo development projects. I have an “all-road” bike for adventuring. I like to train on gravel and for longer endurance rides where I’m out for hours of the day. |
Our Customer Service Support Team at PathGuide embodies dedication, expertise, and a commitment to going “Above and Beyond” for our customers. We celebrate Jaime, Alma, and Konrad – and the entire team for their exceptional service and contributions during National Customer Service Week!
