How do you work with support teams?

1 Communicate clearly and regularly

Communication is key to any team effort, especially in support. You need to communicate with your teammates, your managers, and other stakeholders to share information, feedback, and updates. Use the tools and channels that your team prefers, such as chat, email, or video calls. Be clear, concise, and respectful in your messages. Avoid jargon, slang, or acronyms that might confuse others. Ask questions and clarify doubts when needed. And don't forget to acknowledge and appreciate your team's work and contributions.

2 Follow the processes and guidelines

Every support team has its own processes and guidelines to ensure quality, consistency, and efficiency. These might include how to handle different types of tickets, how to escalate issues, how to use the support software, how to document solutions, and how to measure performance. You should follow these processes and guidelines as closely as possible, unless you have a valid reason to deviate from them. If you do, make sure to explain why and get approval from your manager or team lead. Also, if you notice any gaps or improvements in the processes and guidelines, don't hesitate to suggest them to your team.

3 Learn from your peers and mentors

One of the best ways to improve your skills and knowledge as a support agent is to learn from your peers and mentors. You can do this by observing how they handle tickets, asking for feedback, joining training sessions, or participating in peer reviews. You can also offer your own insights and tips to help others grow. Learning from your peers and mentors can help you develop best practices, avoid common mistakes, and discover new solutions.

4 Share your ideas and opinions

Working with support teams also means sharing your ideas and opinions on how to improve the customer experience, the support workflow, or the product or service itself. You have a unique perspective and valuable insights from interacting with customers every day. You can share your ideas and opinions in team meetings, surveys, or forums. Be respectful, constructive, and supportive of other people's ideas and opinions. And don't be afraid to speak up if you have something to say.

5 Be flexible and adaptable

Support teams often face changing situations, such as new products or features, new policies or regulations, or new customer expectations or demands. You need to be flexible and adaptable to cope with these changes and provide the best service possible. You can do this by staying updated on the latest news and announcements, learning new skills or tools, or taking on new tasks or roles. You can also be flexible and adaptable by being open to feedback, suggestions, or criticism, and by being willing to try new things or experiment with different approaches.

6 Celebrate your achievements and have fun

Working with support teams can be rewarding, but also challenging and stressful. That's why it's important to celebrate your achievements and have fun with your team. You can do this by recognizing and praising each other's work, sharing success stories or testimonials, or organizing social events or activities. You can also have fun by adding some humor, personality, or creativity to your interactions with your team and your customers. Celebrating your achievements and having fun can help you boost your morale, motivation, and satisfaction.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?