Meet Lydia, an IT Support Technician III who provides agents with device troubleshooting and software ticket support. Lydia joined SoFi as an Origination Specialist where she helped support members through the loan application process. Lydia’s passion for IT started when she built her own personal computer which is where she learned the basics of operating systems and troubleshooting. Throughout her career in customer support, Lydia gained experience in solving problems for members, though her interest in IT still persisted.
When Lydia discovered the Gig program at SoFi, she knew it was something she could leverage to try to turn her passion for technology into a career. The Gig Program at SoFi is built on providing internal career agility to members of our organization; it enables employees (Gigsters) to gain experiences in other areas of the business through various stretch assignments while continuing their current responsibilities. SoFi’s Gig Program has proven to be a successful mechanism for employees to move internally; since we launched in 2023, about 30% of Gigsters have made a full time move within one year of their Gig project. We sat down with Lydia to talk through her career transformation through the Gig Program which according to Lydia, was the best career decision she’s ever made.
Tell me about your experience in the Gig Program.
Lydia: My experience with the Gig Program was incredibly rewarding. The IT team I was working with during my Gig was not only welcoming but also highly supportive, offering assistance whenever I needed it. In the short time I was with the team, I gained valuable knowledge with SoFi’s ticketing systems, troubleshooting software and hardware issues. I could see my growth throughout the Gig when the team trusted me to process my own tickets and gave me the autonomy to work through them on my own. By being able to learn while getting hands-on experience in a role, my confidence in my abilities skyrocketed.
What was the most unexpected learning from working with the IT team during your Gig?
Lydia: I didn’t expect to eventually transition to a full-time IT position! When I started the Gig, I knew I wanted to explore areas outside of being an Origination Specialist, and the Gig Program seemed like a good way to do that. Once I started working with the IT team, my love for tackling problems and seeking creative solutions took hold and I knew the stretch assignment I was working on would be a stepping stone into my IT career.
Tell us about a time you worked to overcome a challenge on your Gig project?
Lydia: Transitioning from a customer service background into the tech world was a challenge in itself, but one I was excited to tackle. My role in the Gig Program was on the Service Desk, which meant I needed to quickly get up to speed with new systems and understand the critical importance of security protocols. For instance, I remember initially struggling with troubleshooting network connectivity issues, a common but complex problem for our users. Being new to the field, I had a lot of questions, but thanks to the team’s willingness to walk me through scenarios, I was able to learn quickly. I not only hit the ground running but soon became proficient enough to independently resolve these issues, significantly contributing to faster resolution times for our users.
Give us an example of how you used your skills from previous roles to help you in your Gig work?
Lydia: My background in customer service has been an indispensable asset in my Gig role, particularly in navigating the often-stressful interactions with end-users experiencing technical difficulties. Beyond simply conveying information, my previous roles taught me the profound importance of empathy and de-escalation.
When a user submits a support ticket, they're often already frustrated or anxious because their work is interrupted. My customer service training allows me to approach these situations with patience and a genuine understanding of their inconvenience.
What would your advice be for someone interested in exploring a career in tech?
Lydia: I found the Service Desk to be such a great starting point to an introduction into technology: the dynamic work can help you discover your strengths and interests and will build the foundation for further developing your skills. The Gig program helped me to identify a stretch assignment to practice, so I would suggest seeking out opportunities that will give you the hands-on experience to build your confidence. Additionally, make sure you have the support of a great team who will help you along the way.