How can you build a technical support team that is both knowledgeable and customer-focused?

Hiring the right people on a single interview is very tough call but we can get the right people by knowing there product knowledge,technical knowledge and solving scenario based usecase.We should always know how flexible is the candidate to adapt the new changes or to learn new things.how good is the convincing skill in logical way

Focused requires a combination of strategic hiring, ongoing training, fostering a supportive team culture, and implementing effective communication channels.

When we look for a combination between hard skills and soft skills, I believe that hard skills are easier to learn. This makes it more rational to seek a balance between the two, but which tends to go more towards people with greater soft skills.

A reliable technical support team can make all the difference in ensuring customer satisfaction, as well as preventing and solving any issues that may arise. Providing timely and accurate technical support can be a challenge for any company, but it is often essential for maintaining customer satisfaction. There are a few key indicators that may suggest that it is time to create a separate technical support team, including: - Your product is very complex or technical in nature. - Your company is growing and becoming larger, so your customer service team needs to scale to meet the demand. - If you find that you are regularly dealing with difficult or escalated issues, it may be beneficial to have a team of experts who can handle these cases

Technicals skills can be taught. Clear communication and empathy not so much. In my case, people with less-no experience tend to do better in a Service Desk due to the natural wear&tear the position has. Of course this needs to be balanced with the needs of the specific circumstance, but overall aim to find a balance between technical knowledge/literacy and ability to communicate.

Manter o gerenciamento eficiente das quest?es do dia a dia é fundamental para garantir um melhor desempenho e uma resposta ágil da equipe diante de contingências. Realizar treinamentos semanais para familiarizar a equipe com abordagens e ferramentas essenciais é crucial. Incentivar constantemente a busca por novas habilidades mantém a equipe engajada e curiosa em rela??o ao processo, o que contribui significativamente para alcan?ar resultados superiores.

Para crear un equipo que brinda soporte técnico de excelente calidad es importante la capacitación permanente de todo el equipo de trabajo Pero tan importante como la capacitación del equipo es darle a todos el personal los recursos técnicos, de información y económicos para realizar sus funciones. Y mas importante es brindarle una capacidad de maniobra, que puedan ejecutar una gran cantidad de funciones y tomar decisiones sin necesidad de autorización superior. Porque un equipo limitado o muy dependiente de una línea de mando es sumamente ineficiente . Empoderar al equipo de soporte técnico garantiza alta eficiencia en el desarrollo de su labor. . Y gana respeto de las personas y empresas a las cuales se les presta el servicio técnico

In my experience, companies tend to overlook 'soft skills' training. Knowing how to control your emotions in front of an angry customer is the first step to solving his or her problem.

Es regla imprescindible en cualquier proceso establecer un sistema de medición del desempe?o y grado de satisfacción del cliente El proceso que no se mide no se administra bien. Se debe dise?ar un sistema de evaluación muy simple que evite perdidas de tiempo innecesarias llenando múltiples formularios, actas e informes. Pero que a su vez arroje una evaluación exacta del proceso de soporte. Que permite tomar decisiones para reajustar el proceso si es necesario. Una evaluación del cliente con sus críticas y sugerencias permite el ajuste del proceso para posteriores clientes, y adicionalmente podemos obtener referidos de dichos clientes.

“Find a job you enjoy doing, and you will never work a day in your life.” This is something that has run true with me and I try to inspire it in others within any team. You will spend over 20% of your life working, it is important to ensure that your team feels that this 20% of their precious time is as enjoyable as possible. A happy team is a productive team who will willingly go the extra mile for you because you have gone the extra mile for them. You can still maintain a professional atmosphere within an office environment, but taking a team out once a month, rewarding goal achievements and generally being an approachable & supportive team leader can work wonders for performance.

é imprescindível que estejamos sempre atentos aos membros de nossa equipe para compreender suas preocupa??es, dúvidas e aspira??es profissionais. Ao demonstrarmos interesse genuíno em seus pontos de vista e sentimentos, proporcionamos um ambiente onde se sintam confortáveis para expressar suas opini?es. Essa abordagem, aliada a um sólido plano de carreira, que ofere?a incentivos financeiros e desafios estimulantes, promove uma sinergia entre os membros da equipe que tende a gerar resultados excepcionais.

é essencial sua equipe saber o que ocorre dentro da organiza??o, manter quaisquer informa??es relevantes ao time ajuda no sentimento de inser??o da equipe no projeto e auxilia para todos manterem as mesmas ambi??es.

Effective communication is a key factor for improving resolution times. It is a common occurrence that teams overlook informing all members of tiny details, which could hinder the IT support process

I truly believe in always involving your team with decisions that may or may not impact a procedure or day to day work life. It’s always good to gather their feedback, concerns, inputs to make it successful and then make the best decision with the team in mind. This has always gone a long way with the teams that I have led, this is a great way to have the team have input/say in things that may affect them.

I would personally add diversity to the requirements for building a successful team. A diverse team will promote different and new ideas that can improve efficiency. Diversity also promotes change which can be great for companies that are trying to grow and expand their options. We see diversity in various aspects of life around us, and should use it to our advantage.

We have many interesting examples of customer employees rebadged to IT partners. Also we have captives or Global Capability Centres hiring IT company employees. So these people can help in how customer focus can be defined and nurtured. Also we need close interaction with customers. The backend team needs to be groomed by the customer facing front end teams. The understanding of customer an orientation training on cultural aspects and domain knowledge is provided during induction and onboarding. Customers visiting vendor locations and by spending time with offshore teams both formally and informally helps. Also onsite visits by vendor IT teams and spending time at customer offices helps in being customer focussed .

To build a strong technical support team that balances knowledge and customer focus, start by hiring individuals with technical expertise and good communication skills. Provide ongoing training to keep their skills updated and ensure they understand the products or services thoroughly. Encourage a customer-centric mindset by emphasizing empathy, active listening and problem-solving.Foster a collaborative environment where team members can share knowledge and learn from each other's experiences. Regularly gather feedback from both customers and team members to identify areas for improvement and make necessary adjustments. By prioritizing both knowledge and customer satisfaction, your technical support team can deliver exceptional service