Hi There,
I had a problem.
Two years ago, we made a decision to offer a much higher standard of technical support. We wanted to surpass industry standards and provide 24/5 responses quickly, available on Slack, live chat, email, screenshare and phone, during business hours - globally - not just in US time zones.
That meant offering:
- Quicker response time
- Screen-sharing
- Public Slack channel
- Global coverage
- Documentation with code examples
- Video tutorials…
Then we failed.
We needed to attract more highly skilled Technical Support Engineers to join our team. The job ads ran for a full 8 months with candidates responding who could not meet our skills testing (code challenge etc), or they didn't really want to do support; they wanted to build products, which, as an engineer - I relate to, but we needed people who can do both.
We couldn't lower the bar because surely that would result in a league of subpar support people - which would defeat the purpose.
We had to find a way to attract talented, enthusiastic engineers who possessed exceptional communication skills and outstanding problem-solving abilities.
Then we did what engineers do: We problem-solved.
We completely flipped our business structure.
When we made changes: Michael was one of the first team member's to join. This is Michael's experience.
All the best,
Jacob
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