Carbonite Support > About Customer Care

Carbonite Customer Care
By the numbers
94%
Our Customer Satisfaction Rating
200+
Happy Agents providing support
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Our Mission is a simple one:
To protect our Customer's data through World Class Customer Support
Our Vision:
Our vision is to be the world's leading Customer Service and Technical Support Organization. We aim to be the standard against which all other organizations are measured.
All Carbonite Business and Escalation agents are
Microsoft Certified
They all possess MTA Server Certifications so they can best assist customers.
48
Major Awards in the Last 4 Years
GOLD - Customer Service Department of the Year
2017 Stevies for International Business Awards
SILVER - Customer Service Team of the Year – (Transformation of EVault Support)
2017 Stevies for International Business Awards
SILVER - Customer Service Executive of the Year
2017 Stevies for International Business Awards
Bronze - Customer Service Department of the Year
2017 American Business Awards
Bronze - EVault - The Transformation of a Technical Support Team in Carbonite
2017 American Business Awards
Bronze - Customer Service Executive of the Year - Robert Frost
2017 American Business Awards
Best Large Contact Center
2017 ICMI International Finalist
Gold - Contact Center of the Year (over 100 seats) - Technology Industries
2017 Stevie Awards for Sales and Customer Service
Gold - Customer Servive Complaints Team of the Year
2017 Stevie Awards for Sales and Customer Service
Gold - Customer Service Leader of the Year - Brett Siedman
2017 Stevie Awards for Sales and Customer Service
Gold - Contact Center Leader of the Year - Robert Frost
2017 Stevie Awards for Sales and Customer Service
Silver - Customer Service Department of the Year (100 or more employees) - Computer Software
2017 Stevie Awards for Sales and Customer Service
Gold - Customer Service Department of the Year
2016 American Business Awards
Silver - Customer Service Team Manager of the Year - Brian Grondin
2017 Stevie Awards for Sales and Customer Service
Silver - Best Use of Technology in Customer Service
2017 Stevie Awards for Sales and Customer Service
Silver - Contact Center of the Year (up to 100 seats) - Technology Industries
2017 Stevie Awards for Sales and Customer Service
Bronze - Daniel Drake, Front-Line Customer Service Professional of the Year - Technology Industries
2017 Stevie Awards for Sales and Customer Service
Silver - e-commerce Customer Service Award
2017 Stevie Awards for Sales and Customer Service
Bronze - Consumer Team, Front-Line Customer Service Team of the Year - Technology Industries
2017 Stevie Awards for Sales and Customer Service
Bronze - Ashley Abbott, Back-Office Customer Service Professional of the Year
2017 Stevie Awards for Sales and Customer Service
Grand Stevie - 8th most awarded company at the 2017 event
2017 Stevie Awards for Sales and Customer Service
Silver - Customer Service Team of the Year - The CarboKnights
2016 American Business Awards
Grand Stevie Award
2016 Stevies for Sales & Customer Service
People's choice award - Favorite Customer Service
2016 Stevies for Sales & Customer Service
Gold – Front Line CS Professional of the Year – Robert Doyon
2016 Stevies for Sales & Customer Service
Gold – Contact Center Professional of the Year – Krystle Bouck
2016 Stevies for Sales & Customer Service
Gold - Back Office Customer Service Professional of the Year – Marshall Milinazzo
2016 Stevies for Sales & Customer Service
Gold – Best Use of Technology in Customer Service – Tools and Technology
2016 Stevies for Sales & Customer Service
Gold – Contact Center Leader (Executive) of the Year – Robert Frost
2016 Stevies for Sales & Customer Service
Silver – Back Office Customer Service Team of the Year – Readiness
2016 Stevies for Sales & Customer Service
Silver – Customer Service Complaints Team of the Year – CSRU
2016 Stevies for Sales & Customer Service
Silver – Customer Service Team of the Year, Recovery Situation – Sr. Escalations
2016 Stevies for Sales & Customer Service
Silver – Customer Service Training Team of the Year – Training
2016 Stevies for Sales & Customer Service
Silver – Customer Service Department of the Year – Customer Care
2016 Stevies for Sales & Customer Service
Silver – Contact Center of the Year – Customer Care
2016 Stevies for Sales & Customer Service
Silver – Customer Service Leader of the Year – Robert Frost
2016 Stevies for Sales & Customer Service
Gold – Customer Service Team of the Year (The CarboKnights)
2016 International Business Awards
Silver – Customer Service Department of the Year
2016 International Business Awards
Silver – Customer Service Department of the Year
2015 American Business Awards
Gold – Customer Service Executive of the Year
2015 American Business Awards
Gold – Customer Service Team of the Year
2015 American Business Awards
Bronze – Contact Center of the Year – Technology Industries
2015 Stevies for Sales and Customer Service
Gold – Customer Service Department of the Year
2015 Stevies for International Business Awards
Silver – Customer Service Executive of the Year
2015 Stevies for International Business Awards
Bronze – Customer Service Team of the Year
2015 Stevies for International Business Awards
Best Large Call Center Finalist
2015 ICMI Global Contact Center
Best Place to Work in Maine (6th Place)
2015 Best Places to Work in Maine (Large Employer)
Best Place to Work in Maine (13th Place)
2014 Best Places to Work in Maine (Large Employer)
50+
Years of CS Experience On Our Leadership Team

Robert Frost
VP of Customer Care

Rob brings 15 years of experience in Customer Service to his role as Vice President of Customer Care at Carbonite. He is a passionate customer advocate who delivers world-class support by creating a fun, challenging and healthy work environment where employees can thrive. Rob has deep experience in the backup and recovery space, having held leadership positions at Intronis and Acronis prior to joining Carbonite.

Krystle Bouck
Director - Customer Care Operations

Krystle’s mission at Carbonite is to ensure our technical agents have the knowledge and tools they need to succeed. She accomplishes this through providing top notch training, quality assurance, analytics, tools and content. Krystle has worked in Customer Service her entire professional career. She started with Carbonite in 2007 as a technical email agent. Since then she has excelled from Tier I to Tier III, supervised a Service Delivery team, created training and quality programs from scratch, facilitated opening 3 outsourced vendors and happily helped move support to Lewiston, ME. She has seen Carbonite Support grow from a start-up to a world class support center and has enjoyed every minute of it. Her tenure with Carbonite and her start as a support agent influences every decision she makes for the benefit of our customers.

Marshall Milinazzo
Director - Customer Care Readiness

Readiness prepares the Carbonite Customer Care organization for changes to our products and processes to ensure the best support experience for all of our customers. Marshall has come up through the ranks of Customer Care, starting as a Carbonite Support Representative in the spring of 2008 , he moved on to become the Manager of the Escalation Team. Since then he has taken on an increasing level of responsibility and has used his knowledge to improve cross functional communication between the different teams at Carbonite. He strives every day to improve our business, which is to offer our customers a world class Customer Care and Product experience.

Brett Siedman
Senior Director - Customer Care

Brett Siedman is the Senior Director of Service Delivery for Carbonite Customer Care. In Brett’s 16 years of domestic and international customer service experience, he has worked for several technology giants, including Microsoft and Intel, and most recently owned his own consulting company before coming to Carbonite. Brett holds a BS in Computer Engineering Technology, an MBA, and an MS in Information Management. Brett feels that having world class customer support is key to success for any company in this day and age and his philosophy is that happy employees drive happy customers: “In addition to top notch technical/troubleshooting skills, I want my agents’ smiles to go right through the phone line to the customer!”

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