Effective Skills of a Technical Support Service

Technical support staff sustain computer systems, safeguard that they run smoothly, and fix ‘bugs’ or problems as needed. Tech support staff may also install and configure new software, hardware, and new machine. Undertake consistent upgrades and assist other employees set up accounts, reset passwords, and otherwise find out how to use the system. Responsibilities also include preserving and keeping records of software licenses, re-stocking supplies and equipment as needed, and staying well-informed of current developments in the field.

Most large or medium-sized organizations and businesses that utilize computer systems (which is just about everyone), employ in-house tech support staff while others are looking to outsource customer support services to outsourcing firm to benefit from costs saving, yet get quality customer care. Private individuals and smaller groups often rely on independent contractors or freelancers for the same services.

Qualified professionals are in demand, but the task is not easy. It often entails shifting work schedules or staying on call. It is likely to spend a career in tech support, improving to manage and supervise other employees and handle departments. Alternatively, technical support job can provide a firm foundation for careers in other fields that also comprise extensive use of computers and technology.

The following notes and discussion are not exhaustive, but it does present the major categories of skills you’ll need to possess in tech support. The need for some of the more detailed capacities, such as knowledge and familiarity with specific programs or programming languages will change over time.

Here are some of the skills of an effective Technical Support service:

Analytical and Technical Skills

It’s a must that you need to know how technology, computers, and other electronics-related stuff work and how to fix them. You must not only comprehend the environment and systems that you work with, but also, you always need to be in the know of any new developments in related hardware or software; be aware of fads, trends, hacks and study them. Being technical also requires you to self-study all the time and put in mind that ‘learning is continuous’, as the saying goes.

While the technical part of technical support is crucial, all by itself it is not enough. You must also engage yourself with the soft skills essential to work efficiently and to work great with others.

Communication and Relational Skills

Although tech support means dealing with the machines and seem to be often away from other staff, it also means dealing and working with people. You must socialize with your office mates, coordinate with them, approach them and ask if they’re experiencing any technical problems. This will help in establishing rapport and building a harmonious working relationship within the business. Not only do you must work well with your co-workers, but a major element of a tech support is customer service. Most of the people you encounter and assist, are not too tech-savvy and will not know much as you do about gadgets and computers. You must know how to talk to them in the best, helpful manner.

That means that you should depend on your interpersonal skills alone to prove that you are taking their issues and problems seriously and working on it to resolve the issue as quickly as possible. If your first recommendation does not work and if the problem reappears, your clients or consumers won’t be able to figure that there is a authentic and legitimate reason – unless you can earn their trust.

Mind-set and Organizational Skills

To work efficiently, you will need to organize both your time and your equipment properly. While organisation does come more effortlessly to some than to others, these are skills you can adapt, learn and practice. There are various methods you can utilise to enhance your time management. Maintain and keep better track of your projects and material, and plan your ventures well.

Project Management – Key to Business Success

Project management is very crucial to every company’s success. Without proper planning you are mostly bound to fail. As the old saying, ‘If you fail to plan, you plan to fail’. Planning can be applied in any department or scope of your business. Not only this will help achieve the desired results, but you can achieve it ahead of time.

Having a concrete plan will also help you and your team produce something positive or tangible as an output. You will also be able to manage and minimize risks and unnecessary changes that eats a lot of time for the whole team. Not only you will save time, but also a lot of money and resources which I’m very sure is important for the overall growth of every businesses.

Project management of today became advanced using various tools, compared years ago when everything is done in whiteboards or paper. Now everything can be created with a few clicks and typing using project management tools such as Trello which is a very popular Kanban board style of managing your project. It helps you work more and get more done with the help of your team mates, as delegating tasks and prioritizing what’s important in your workflow can be easily set-up with this kind of application.

Every task that needs to be done can be set with deadline. You can also drag it to the ‘doing’ pane so that everyone will know that this is the current tasks that is ongoing. You can also assign multiple members of the team who will work on it. You can also create a checklist to see the progress of what’s done and what is the team is currently brewing. Once the task is completed, you simply drag it to the final column or pane which done or completed. Then start working on the other tasks that is left to make the project a success.

How to Identify Cold vs Warm Leads using Lead Scoring

Identifying a lead whether it is a warm or cold lead is very important for your business. There’s what we called as Lead scoring where every sales person can gauge a certain lead using different metrics that will help to determine if it is worth it pursuing, saving more time, and at the same time getting more sales.

Lead scoring is not rocket science, you basically score a lead from various actions a user had taken. For example, when you received a visitor in your website and it shows interest by signing up in your newsletter, or more common action where they will contact you via contact form, or sending email straight to the displayed email address in your site.

If you have some surveys running, and if you see them completing it, then that’s a good sign that they are very much interested on what your site is offering. It could be a product or a service, much more when you have tracked them using analytics that they keep on coming back, meaning they are about to purchase through your website.

Those kinds of visitors are likely to convert. Once you got their email addresses and names, you can try sending them a promotional offer and there you can conclude who are really interested as you can track who are opening your emails, clicking links, all these possible with the use of a good CRM or customer relations management tool.

 If you are being offered by someone to purchase a lead, I strongly suggest that you pass from their offer as this email list are subscribed to a different company, and by cold calling or emailing them is intrusive, not inviting. There’s also high chances of flagging your email as spam, because they were annoyed with your marketing tactics and these could potentially harm your business in the long run. You annoyed a bunch of people in short period of time, expect to see some negative reviews about your company in Social media and I’m sure you don’t want that to happened.

Business Strategies to Boost Your Company

A newly-opened company can use several business strategies, depending on its situation. A scenario like a new company may face different challenges compared to a more established company. Therefore, the business strategies they execute may vary from those of key competitors.

Here are four types of business strategies: 

Product Variation Strategy

Small businesses will frequently use a product variation strategy when they have a competitive edge, such as greater quality or service. For example, a small manufacturer or air purifiers may set themselves apart from competitors with their superior engineering design. Obviously, companies use a product variation strategy to set themselves separately from key competitors. In addition to that, according to a published article “Porter’s Generic Strategies at QuickMBA.com, the product variation strategy can also aid a business create brand loyalty.

Growth Strategy

A growth strategy involves establishing new products, services or adding new attributes to existing products. Sometimes, a small business may be obligated to modify or enhance its product line to carry on with competitors. Otherwise, customers may start using the new technology of a competitive company. For example, cell phone creators are continually adding new features or unravelling new technology. Cell phone companies that do not sustain with consumer demand will not be successful in staying in the industry for very long time. A small business may also adopt a growth strategy by discovering a new market for its products. Sometimes, companies find new markets for their products unintentionally. For example, a small consumer soap manufacturer may notice through marketing research that industrial workers like its products. Hence, in addition to selling soap in retail stores, the company could package the soap in larger containers for factory and plant workers.

Price-Skimming Strategy

A price-skimming strategy concerns charging high prices for a product, particularly during the introductory phase. A small business will utilise a price-skimming strategy to hastily mend its production and advertising and production costs. However, there should be something distinct about the product for consumers to pay the extravagant price. An example would be the primer or introduction of a new technology. A small company may be the first to present a new type of solar panel. Because the company is the sole distributor of the product, customers that really want the solar panels are willing to pay the higher price. One disadvantage of a price-skimming is that it tends to entice competition relatively rapid, according to the Small Business Administration.

Gaining Strategy

A small business with extra capital may use a gaining strategy to acquire a competitive benefit. This tactic involves buying another company, or one or more product lines of that company. For example, a small grocery shop on the east coast may acquire an equivalent grocery chain in the Midwest to develop and expand its operations and target market.