What are the roles and responsibilities of a technical support team? First of all, you need to realize that the technical support team is the flag bearer of a business’ goodwill and reputation. Of course, this team has to play a big role in the process of client retention. Unfortunately, many business owners have not yet realized the true significance of a technical support team, because the benefits that this team offers are not tangible. On the other hand; smart business owners give utmost importance to technical support team and they continuously monitor the performance of this team to maintain the productivity of the business at an optimal level. Here are the 7 strategies to build a powerful technical support team based on lessons learned from Enterprise Systems, a leading IT Support Organization in Houston, TX.
1) Hire technicians who have the potential to maintain a harmonious balance between technology and humans
If you want to build a good technical service team, you have to appoint the right people. It is a well-known fact that there should always be smooth coordination between various departments within your organization to ensure optimal productivity. If you want to minimize the number of issues that the technicians have to tackle, your technical support team should have the potential to coordinate efforts with other company business departments. That is exactly why you need to hire support engineers with adequate technical knowledge and they should also have a proper customer support background. If a technically accomplished professional does not have the patience and ability to listen, he can never be a good member of a technical support team. In such a situation, you may have to deal with a lot of problems.
2) Proper documentation of problems and their solutions
Many tech support teams often get stuck on problems even if they had dealt with similar issues earlier. This situation occurs mainly because of the fact that the technical support team does not have a clear cut list of standard procedures to address frequent problems. Whenever the team gets a call, the members keep on re-inventing the wheel and this situation does not help you build a strong team. You have to make sure that the technicians are preparing notes on how they resolve each problem. These notes must also be handed over to other team members as cheat sheets. Then, a list can be compiled to form a quick reference guide. This approach can reduce the problem resolution period from hours to a few minutes.
3) Show the team members the correct career path
When it comes to highest turnover rates, technical support field stands tall. Many company owners complain that their technical support team members are leaving the company too often. Within the IT Industry, most members of the support team become developers or programmers after a short period. You must understand that there is no point in holding them back. You have to provide continuous training and flexible work hours so that they can learn faster and keep them updated. Business managers must meet them frequently to talk about the career path and goals. You have to give them opportunities to move up in your own organization. In such a situation, they are not going to leave your organization like many people do.
4) Ask the team to focus on satisfying the customer
All dynamic technical support teams strive hard to track measure and analyze the operations. In such a situation, the teams clearly understand what is working and what areas demand improvement. When a support team prepares these critical data points, they can easily improve the existing processes. If you want to build a good technical support team, you have to realize that all metrics should be geared towards achieving satisfied customers. The bottom line is that you must ask the support engineers to focus on one metric; customer satisfaction.
5) Get curious and passionate people
You can hire people who have a natural curiosity to find out how things work and progress. People, who come with this attitude, are excellent options for placing in the technical support team. Human resource managers must identify candidates who are passionate towards assembling things, tinkering with equipment and solving puzzles. These types of people possess the right frame of mind and they also have the patience to address ever emerging complex problems.
6) Do some simple calculations
When you do some simple calculations, you can come to know how your technical support team is performing. First of all, you need to check how many cases your support team is handling every week. Then, you also have to analyze how many cases are being handled by other departments and how many of them are being solved completely. This data can be used to analyze the existing performance of your technical support team in a realistic manner.
7) Set up different types of goals
When you have the existing performance data on hand, you can understand where you are heading and rebuilding process can be done by setting short, medium and long-term goals. The short term goals are for rebuilding your technical support team and they also allow you to choose the right tools that are being used to accomplish this rebuilding process. Short goals also allow you to put them in place to make the rebuilding process highly effective. Medium term goals can be set up to handle all calls within the team before the customers become really annoyed. Long term goals are primarily meant for reducing support costs. These goals can be materialized by lowering costs per product line, customer attribute, and product launch. This systematic three-step method of approach is going to deliver excellent results.
Many companies follow a wrong philosophy of maintaining cold vibes with customers. Quite often, they end up making a lot of mistakes. You cannot build a good technical support team by undermining the importance of customer requirements. You must try to develop a culture within the team that focuses on customer satisfaction and in such a situation, your customers will start noticing and appreciating it with immense satisfaction. The bottom line is that if you follow these 7 strategies, you can build a powerful technical support team in an uncomplicated manner.