At least once, your customer service team has dealt with a ticket regarding a complex technical issue. These situations are not only difficult to handle, but also hard to solve. This is why it’s important to have the right people on your team. You need support representatives with excellent communication skills, who can empathize with your customers, and technical support specialists.
When constructing your customer service team, it’s essential to take into consideration the following aspects:
All of these are important details. They set the basis and can determine the direction of your team. Each member is a crucial element and plays a specific role in delivering excellent customer service.
We’ve previously talked about support representatives in general. Let’s focus on technical support specialists.
The role of a technical support specialist is quite easy to guess: he deals with technical issues encountered by customers. Basically, the tech tickets your team receives are re-directed to him. Although it may seem a regular position in a customer service team, a tech specialist can bring great benefits to your business.
If we look at the job description of a technical support specialist, we would see a wide set of responsibilities:
These are general responsibilities and can differ from one company to another.
A technical support specialist takes the pressure of difficult tech tickets of your shoulders. He is able to deal with them, which means customers can receive the answers they are looking for. This also can translate into great customer satisfaction, customer retention and an increase in sales.
Sometimes, it can be hard for a non-technical person to understand a technical problem. What’s the source of it, how it occurred and what’s the proper way to handle it are important details to pay attention to.
When you have a technical person in the team, things can get more simple. A tech specialist can explain tech stuff to his colleagues and help them understand. An inside team member knows his colleagues and how to make things clear for them.
While working on solving support tickets, technical support specialists can identify new problems related to your offerings. This is precious information. They can discover issues and possibly fix them, saving your business and customers from unpleasant situations.
We’ve seen that having a technical support specialist in your customer service team can bring some great benefits. Yet, this is not enough.
In order to achieve the results you want, you need to delimit certain elements. First of all, you need to determine the situations a tech specialist has to deal with.
When speaking of this aspect, you need to think of the reason you wanted a tech person in your team. This is how you can delimit the responsibilities for this position.
What’s even more important is to make sure you and your team respect them. It can be very easy to direct all tech-related tickets to your specialists, but sometimes, it may not be the best move. Some problems may become repetitive and solving them can take too much time.
In order to understand this better, let’s take the following situation. Forgotten passwords is an example of a repetitive problem which can be solved quickly and easily. When your tech specialist is occupied with more complex issues, being interrupted with small tickets like forgotten passwords is not a pleasant thing. He may not fully concentrate and may not be able to solve the complex problem properly.
Instead, you can train team members to handle simple repetitive tech tickets and even ask your tech specialist to teach them.
Secondly, you need to think if you allow customers to directly contact the tech support department or you let other representatives re-direct them to the tech guys. Here, you need to take into consideration what’s more efficient for you and what makes your customers happy. Although customers may find it very convenient to have a contact for the tech department, some may use it for simple and not very crucial issues (remember the forgotten passwords?). It may be better to let support agents decide if they need to redirect customers and tickets. It’s important to put all the possibilities in balance and choose the one which suits your business the best.