Hi There, I had a problem. Two years ago, we made a decision to offer a much higher standard of technical support.
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.
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