Customer happiness, engagement, loyalty and feedback can be influenced by support more than any other function of your business.
A Support team supports the crucial front line, those agents who are directly interacting with customers, fielding their inquiries and solving problems so they remain your customers.
A support team provides job flexibility within your customer support department.
Building a customer service department is much like building a bookshelf. There isn’t one set of instructions, but without some strategy, things can (and will) fall apart at the worst possible time.
The customer support team when having the approved knowledge base at hand, the staff can answer the queries consistently with sheer transparency. The added benefit of the content is training the new joiner who will directly face the customers won’t be a painful journey.
The role of a Technical Support Specialist within an organization is to provide assistance and maintenance to all computer systems and hardware. Their work may include installing, configuring, and updating hardware and software, as well as fixing any issue related to the equipment that may come up on a daily basis.
- Taking ownership of customer issues reported and seeing problems through to resolution.
- Research and identify solutions to software and hardware issues.
- Maintain jovial relationships with clients.
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
- Prioritize and manage several open issues at one time.
- Ensure all issues are properly logged.
- Refer to internal database or external resources to provide accurate tech solution.
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
- Track computer system issues through to resolution, within agreed time limits.
- Ask customers targeted questions to quickly understand the root of the problem.
- Diagnose and troubleshoot technical issues, including account setup and network configuration.
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