Chances are, if you’ve ever called Midwest POS’s help desk support line, you’ve spoken with Chuck Carlson.
A help desk support technician, Chuck has been with the Midwest POS team for over 20 years now and is one of our most recognized and popular employees (if even just by voice alone!).
One of the most common questions asked of our onsite technicians is: “Are you Chuck?”
Here’s a secret: it never is.
Today, we’re going to pull back the curtain and introduce Chuck, learn more about his experience, and discover some fun facts you may not know about this essential team member.
So, without further ado, let’s meet Chuck!
How long have you been with Midwest POS?
I started in February of 1997, so over 20 years.
What were your previous positions at Midwest?
Retail installs, field and hardware technician. My first five or six years, I dealt with retail programs, then got into the Aloha support desk team around 2004 or 2005. Since then, I’ve been on the support desk team.
Tell us more about your previous experience in the restaurant and retail industries, before you started working at Midwest POS.
I worked at a pizza place in college, and then I worked in sales, retail management, retail store remodeling, and customer service.
What do you do at Midwest POS?
“That depends on who you ask,” says General Manager Dave Osborne. After a momentary look that screams “Not funny, Dad,” Chuck continues.…
Basically, in my day-to-day activities as a help desk technician, I take support calls and and the after-hours support line. Every day is different. Some calls are easy, and some can last a couple of hours when I work with people who have issues with their internet connections, routers, etc. The biggest challenge is when people are completely offline.
In every support call I take, I walk through each support issue and try to make it simple by giving visuals and staying calm. Staying calm and making it easy really helps the customer get through the issue.
What are your favorite parts of your job?
Working with caring people at a caring company. Everybody here is easy to deal with. It’s a laidback, relaxed workplace. Because it’s also fast-paced and there can be some stress involved, it’s nice that everyone around me is calm and supportive. I mean, except for Dave O. That guys nuts. LOL.
Most of my coworkers have been on the tech side of it at some point, so they know how it goes. This makes it less stressful. They always have my back.
Also, there’s something different every day. Most people I talk to are cordial and easy get along with. It’s a great job if you like talking to people about their computer issues and other things in life. I like the people aspect of it, engaging people in conversations and learning something about them.
I run into people that I know all the time because I’ve been around for a while; I remember names and that type of thing.
Another secret about Chuck from Dave Osborne: His coworkers claim the existence of the 5 degrees of Chuck Carlson and that “The guy seems to know everyone. He either went to school with their older brother or lived down the street from their uncle. That kind of thing.”
Who’s a customer who stands out to you – and why?
Moon Dog Tavern: good food and a good selection of draught beers.
What are your favorite Midwest memories?
National Restaurant Association golf tournaments.
What are some things about Midwest POS, our solutions, and our services that most people may not know?
A reboot of a down computer never hurts. 60% of the time it works every time!
Also, I started here in the late ’90s, and back then, Midwest POS was primarily a cash register company. That’s where the technology was at the time.
As the technology changed, Midwest changed. Murray Bartholome (our president) saw the technology was changing to Windows-based POS. Murray was one of the first to switch to Ibertech and Aloha.
So, I saw things change with the technology from the cash register aspect to the Windows, computer-based systems and now cloud-based iOS systems we have now.
Where are you from originally?
I was born and raised in Anderson, Indiana. I went to Ball State, lived in Detroit for a few years, and have lived in Indianapolis since I moved back to Indiana.
What’s your favorite food?
Potatoes (any kind); anything you can grill.
What are your hobbies?
Sports, music, and movies. I like to work around the house, play tennis, and play golf.
What are your favorite sports teams?
I’m a Colts fan. I also like the Cincinnati Reds and the Cincinnati Bengals.
What are your favorite movies?
The Blues Brothers, westerns like Tombstone, Kingdom of Heaven, The Big Lebowski, O Brother, Where Art Thou? … I’m a Coen brothers fan.
What are some fun facts about you?
I’m married with two grown kids in their twenties.
We hope you enjoyed getting to know Chuck! In the meantime, we invite you to meet some other members of the Midwest POS team:
- Dave Osborne, General Manager
- Jeremy Minniear, Account Manager
- Adam Cosby, Director of Sales
- Scott “Alohaman” Orvis, Level 2 Help Desk Technician
- Jess Bowman, POS Support Supervisor