Nice People Spotlight: Jonathon Ray

There is a certain satisfaction that comes from seeing someone finally understand something they once found challenging. For Jonathon Ray, those moments are the most rewarding parts of the job. His secret? Knowing that no two people learn the same way and being willing to adapt.  

In this edition of Nice People Spotlight, we sat down with Jonathon to learn more about his journey, his philosophy on training, and the interests that keep him busy outside of work. 

How long have you been at Nice, and what first attracted you to the company?

I came over during the acquisition of Nortek Control. I first joined as a Mighty Mule Technical Support agent in June of 2019. A friend and coworker at a large consumer electronics chain recommended I apply here. I am a problem solver with a technical bent, so it sounded like a perfect fit! I would later move to the ELAN OS (then just Elan) technical team before moving on to become the ELAN OS Technical Trainer.

What does a typical day look like for you, and what's your favorite part of the job right now? 

I have a busy day-to-day. Usually, I'm training either our dealer partners or internal employees. I also test equipment sent back to us for evaluation, answer questions from our technical and sales teams, create videos and curriculum, manage our new LMS (Learning Management System), and take on high-priority troubleshooting tasks to support our regional teams. I really enjoy training and seeing the light bulb illuminate for someone once they understand the material.

You spend a lot of time helping others learn and grow. Is there a mindset or piece of advice that guides how you do that?

I always strive to make sure that when I explain something, it is well understood and can be repeated and replicated. In my mind, I am the one imparting the knowledge, and no two students are alike. If someone doesn't understand the material, it is my job to find a way to explain the subject so anyone can understand it. Flexibility is paramount. 

What qualities or skills do you think help someone thrive in technical support? 

Empathy, tenacity, problem-solving, and being comfortable going back to basics.

What's one lesson you've learned from training and coaching others that still sticks with you today?

Everyone has a different perspective and background. Sometimes, you assume a certain level of familiarity based on the story you are told. It's important to pay attention to how people react and maintain a high level of participation. Also, listen to feedback! I tweak and adjust my presentations based on dealer feedback constantly. 

What's something your colleagues might be surprised to learn about you?

Honestly, not much! I'm fairly open about my interests and often wear them on my sleeve (or, on my chest with a graphic tee). I'm a big gamer and am extremely tight-knit with my parents, brother, and sisters.

You have a free plane ticket to anywhere in the world. Where are you going first? 

Japan. I would love to visit Akihabara and peruse the games and technology. I'd also love to see the Tokyo Skytree and visit the shrines.