Employee Spotlight: Andrew Fulton, Customer Success Specialist

Welcome to our Employee Spotlight series! With each post, we'll introduce you to one of the talented and diverse individuals on our global team. You'll get a unique look at the people behind the company, learn what working at Paperform is really like, and find out more about our company, values, and mission. So far you've met Josh Cuneo, David Weinberger, Alex Yoo and Jo Roque.

Andrew Fulton is a valued member of our Customer Success team at Paperform, where he combines his tech expertise with a friendly approach to help users navigate our platform. When he's not busy unraveling customer queries or exploring new features, Andrew unwinds by gaming in the wild west of Red Dead Redemption 2, delving into his own coding projects, and exploring Sydney.

Can you describe your day-to-day routine?

I start my day with project time. This is a period set aside for ongoing team projects like writing Help Center articles or creating templates. We also get to field test any new features the Dev team is working on to help iron out any issues before release.

If there are no specific tasks, I'll experiment with Paperform and Papersign to see what I can create. I use this time to try out different features and integrations, and brush up on my product knowledge. The rest of my day is spent on first-response, which means answering user queries, troubleshooting, and providing solutions.

What were you doing before you joined Paperform?

I was a Student Administrator for a university. This involved really nit-picky individual advice on the units left for students to graduate, along with general advice and processing assignment extension requests.

Why did you join Paperform?

I fell in love with remote work during the pandemic and decided I didn't want to return to working in an office. I also just finished a web development course and was looking to transition into web development when I found Paperform. I thought the role sounded like a perfect mix of technical knowledge and helping people, which it definitely is.

Which one of Paperform's values do you care about the most?

"We champion autonomy". It's one thing to give someone an answer that solves an issue, but teaching why something is the answer is far more rewarding. That way, if something similar comes up again, people are better equipped to handle it.

Andrew with fellow team members at Paperform Retreat 2023 (Pictured from left to right: Stephen Hong, Rizelle Maynigo, Diony McPherson, Andrew Fulton, Josh Cuneo)

What's your favorite thing about working at Paperform?

I really like being able to show a user something, and watch them learn how it works and how they can apply it to their work. A lot of the time the solution helps them save money, free up time, or otherwise complete some task that they've been struggling with, so it has really concrete outcomes. I find it incredibly rewarding to help people learn something new.

What's the best part about working with your team?

Everyone on my team is incredibly supportive. They're always willing to give feedback, provide support, or just provide a second opinion. Nothing is too silly, and everything is considered.

How would you describe the culture at Paperform? Is it different from other jobs you've had?

If there's a problem, you can raise it and people will try to fix it, instead of ignoring it. If something can't or won't be fixed, we're told why. Nothing is hidden from us in our day-to-day work. Everyone is very much on the same team with the same goals. There isn't any office politics, everyone is willing to work together and you can ask anyone for help in their area of expertise. This isn't something I've ever experienced before in my working life.

What's your favorite Paperform feature?

Calculations. The possibilities are actually endless with calculation fields. They can enable anything from basic addition, to scoring quizzes and surveys, to automating some decision-making based on a pattern of responses or rules. I learn something new every time I work with them.

What's your favorite Paperform integration?

It's got to be Monday.com. It's the easiest way to collect responses and display them in tables and charts on your website in real-time. Honorable mention goes to Airtable, which enables this for free, but without the charts.

What do you like to do when you're not working?

Playing video games (I'm immersed in the world of Red Dead Redemption 2), or working on personal coding projects.

• 🍔 Favourite food: It's hard to beat pizza.
• 📺 Favourite TV series: A tie between Star Trek: Enterprise and The West Wing.
• 🤸‍♂️ Favourite weekend activities: Napping, spending time on the family farms, and exploring historical sites around Sydney.
• 🍿 Favourite movie: Airplane with Leslie Neilsen.
• 🏝️ 3 items you'd take to a deserted island: Depends. For survival: A knife, a fishing net, and something to make fire with. Just hanging out: a good book, my comfiest jumper, and a boat for exploring.