Being a tech support agent requires computer knowledge, and the ability to communicate with clients clearly about problems and solutions. The support team also needs to possess the ability to diagnose issues, and provide quick fixes. Additionally, each tech support agent should know how to work with other departments, which speeds up problem solving.
Here are deeper strategies on improving your tech support team.
Keep a Log of Problems and Solutions
While listening skills and fixing problems quickly are a must, you should never overlook taking the time to document each case. Tech support teams already commonly assign case numbers, but not everyone takes notes on how they approach and resolve each case. Keeping a record of this information is helpful should the issue need to be readdressed so that you don’t have to keep reinventing the wheel.
Offer Training That Inspires Long Term Careers
Since tech support has a high turnover rate due to low pay and dealing with disappointed people, you need to devise a plan that makes the work seem rewarding to employees. It’s better to have a consistent team that grows with experience than to keep replacing your employees all the time. Offering a combination of career training and incentives can lead to a more loyal workforce.
Build a Team with Positive Members
Square one in building a successful tech support team is finding the right people in the first place. Many times a candidate with a positive attitude that lacks experience is a better selection than someone who is more experienced but lacks upbeat energy. Remember that tech knowledge can be learned on the job, especially with curious people who want to take initiative and exhibit determination to help others.
Inspire Strong Communication Skills
Communication is the cornerstone of every successful business. Remind your team not to cave in to client frustration. Regularly offer examples of how to maintain positive conversations that stay focused on the solution without having anxiety about the problem. Instead of pressuring your team to resolve as many issues an hour as possible, concentrate on satisfying the client by listening carefully and sharing your concern in non-technical plain English.
Develop a Set of Ethics
The foundation of good ethics for a tech support team is respect and trust. Reinforce the idea as much as possible that tech professionals should never get angry with frustrated clients. The key to maintaining an upbeat atmosphere is to create a level of confidence in which each tech support representative knows who to turn to if they cannot readily answer a question.
Give Clients a Chance to Respond
Once a problem is resolved, show your concern for the client by asking whether or not they are satisfied with the solution. Either asking them directly or emailing them a quick questionnaire can yield powerful answers that help you evaluate your team’s effectiveness. This information can then be used to determine how to improve your team’s skills.
Expand Your Team’s Knowledge
Tech is such a vast terrain of devices, networking and strategies that you can never run out of new information to feed your team. Whether it’s about Access, PhotoShop, Illustrator or many other programs, take the time to demystify various software on a regular basis. You can strengthen the skill level of your team by sharing the basics of popular platforms.
Your tech support team is bound to be become more effective, productive, and skillful as you introduce new techniques and technologies to aid them with their job. As your team grows, be sure to remind not to lose focus, and that facilitating their clients’ needs is the most important aspect of their jobs.
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