Employee Spotlight – Monoarul Islam

1) Can you describe your role at Synkwise and what a typical day looks like for you?

As a Customer Success representative at Synkwise, my role revolves around ensuring a smooth experience for users by providing timely assistance, entering and managing data accurately, and helping improve customer interactions.

My Typical Day:

• Check emails and respond to any urgent support tickets.
• Review scheduled tasks in Slack.
• Handle incoming chat and phone inquiries.
• Enter and verify data for accuracy.
• Follow up on any unresolved customer issues.
• Update “Knowledge Base” based on recent support trends.
• Collaborate with the team on improvements to Synkwise for better customer experience.
• Review and create training materials & test new features before deployment.

2) How has your role evolved since joining the team, and what are some key skills you’ve developed along the way?

Initially, I focused on basic Data Entry and over time started answering basic support queries. Anticipating user needs, identifying trends in issues, and helping refine self-service resources like “Knowledge Base” & guides.

Skills I developed throughout the years with Synkwise:

• Deep understanding of the Synkwise platform and troubleshooting user issues.
• Improved clarity and empathy in customer interactions.
• Helping refine workflows and documentation.
• Balancing support, data tasks, and internal projects efficiently.
• Quickly adjusting to platform updates and helping users navigate changes.
• Currently trying to learn AI to improve workflow and reduce task completion time.

My role has evolved into more than just support—it’s about ensuring a seamless user experience, optimizing data accuracy, and contributing to Synkwise’s growth. ?

3) What has been your proudest accomplishment at Synkwise so far?

My proudest moment was when Claud generously sponsored my outfits for our National Badminton Tournament. It was a defining experience, representing not just myself but also Synkwise on a bigger stage. Competing in the Synkwise jersey, I’ve already secured 5 regional badminton trophies, each one a testament to the support and encouragement I’ve received along the way from Synkwise Family.

4) What do you enjoy doing in your free time? Do you have any hobbies or passions?

My free time is limited, but when I do get a moment to unwind, I love playing Roblox with my 7-year-old daughter, sharing fun and memorable experiences together. Family is incredibly important to me, and I cherish the time spent with my parents, wife, and child, as we all live together. Beyond that, my greatest passion is badminton—a sport that fuels my competitive spirit and keeps me energized. ?

5) Is there something surprising about you that your colleagues might not know?

There’s nothing particularly surprising about me, but one thing most of my colleagues might not know is that I’m actually a software engineer. I once had a strong command of HTML, CSS, JavaScript, C, C++, and Java, but over time, my career path shifted.

To be honest, the salary for software developers in Bangladesh wasn’t very promising, so I ventured into freelancing, a decision that ultimately led me to an incredible opportunity. Through Upwork, I was fortunate to connect with Claud, which eventually brought me to
Synkwise.

Beyond my professional work, I also have a YouTube channel called “TechClap”, though I haven’t uploaded any new content in over two years. Maybe one day, I’ll get back to it!

6) Do you have a personal motto or piece of advice that inspires you?

“Focus on solutions, not just problems.”

“Don’t pile up work; if you keep doing it, it becomes a mountain.”

“Family is the most important thing in the world.”

All these words came from my father

7) Where do you see Synkwise going in the next 3-5 years, and what are you most excited about?

Over the next 3-5 years, I envision Synkwise evolving into a premier industry leader, transforming the way healthcare providers streamline workflows, maintain compliance, and enhance resident care all over the world.

I am also very excited about Synkwise AI?