Building a Technology Support Team

In: Computers and Technology

Submitted By iceg73
Words 1070
Pages 5
BUILDING A TECHNOLOGY SUPPORT TEAM
Introduction
A solid team of technology support individuals is important to a company’s success and reputation for several reasons. The technology support staff is often the consumer’s first and last impression of a company. That is a huge responsibility to the technology support team members. In dealing with technology support a consumer builds an immediate opinion about the products and brands sold by a company. Consumers also develop an idea of how important they are as customers to a company. The most significant reason that a consumer calls the technology support department of a company in the first place is because they spent their hard earned money on a product that is no longer operating as it should. In general, this let down of sorts creates dissatisfaction in the consumer and so the technology support individual begins at a disadvantage.
The first thing one need to do in beginning to build an effective technology support staff is to get stakeholder buy in. By that I mean high level management and or executives within the company. Based on my own experience, most companies, American based companies that is, do not view technology support as significant because there is no direct impact on sales. However, from my vantage point, I am firm in the idea that poor technology support over time will have an immense affect to sales and undermine brand marketing initiatives. With this in mind, we need to facilitate a bottom up understanding that there is in fact a correlation between technology support and sales to get upper level buy in.
Documentation
Documentation of technology support issues, responses, and fixes is key in developing a well-functioning technology support team. It is preferable to have a computerized trouble ticket system in place with a database backend to aid in resolving consumer issues. This…...

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