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Retain your Customers with the best support Professionals
What are the core qualities that you would look for in a technical support person? Is it the extend of technical know-how on problems? Or is it the person’s skill in managing customers and taking a big picture view of understanding things? Or again is it something that you had never thought of before?
Well, you may think that you need to find answers to a lot of such interesting questions when you start defining a technical support person of your choice. In fact, you needn’t look for too many qualities when it comes to choosing a good support engineer. You only have to define a set of major aspects that are required, and the rest of them should compliment well with these. This article defines the qualities that a technical support Engineer should essentially possess.
Good Technical Know-How
A technical support engineer in the web hosting industry should fundamentally understand all details about servers, the different control panels and also other systems that are maintained with the web hosts. They should also possess a keen interest in learning new technological changes that happen in the industry and about how to apply them creatively at work. What we need to remember is that the customers are always looking out for better ways to manage their websites. Only a web host who is abreast with the latest technological changes in the industry will be able to satisfy the increasing needs of their clients.
A good technical support engineer should also show genuine interest in providing a speedy resolution to the customer requests. They should be able to apply their knowledge towards the betterment of the resolutions, both in terms of time as well as effectiveness.
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A support Engineer at Bobcares measures customer satisfaction and puts in every effort to bring a smile on the face of our Customers. |
A simple example would be as follows: If a tech handled a support problem in 30 minutes for the first time, he should be able to handle a similar problem in less than 30 minutes, the next time. He should also look for ways to avoid the same problem from happening to the other customers in future.
Customer Communication Skills
It is not only the technical knowledge that does the job. Customer Care is another important factor. The technical support person should be able to clearly identify the concern that the customer is facing. It is important to address the concern of the customer rather than just giving a technical answer to them.
Suppose, the customer is contacting support for a problem that is not under the scope of the web host. The support personnel can answer the concern by simply saying so. This in turn, could also lead to a situation where the customer may decide to make a change in choice on the web hosts. On the other hand, if the support engineer tries to provide an alternative solution to the customer, it leads to increased customer satisfaction and thus customer retention.
Big Picture View
It is the big picture view that can make a huge impact. A major part of the webhost’s interaction with their customers is through their support team. A support professional must be able to take a big picture view of things and deal with everything such that their customers stay delighted.
The qualities required for excelling as a support professional go way beyond the ability to just perform particular tasks. Customer Satisfaction is a direct measure of the interaction of the support staff with the customers. From my experience, a support Engineer at Bobcares understand this and puts in every effort to bring a smile on the face of our customers. 
About the Author:
Prasad P M works as a Sr. Software Engineer in Bobcares and specializes in cPanel and remotely managing Datacenters. He currently leads all shared teams at Bobcares and is also the founder and manager of Bob and Knowledge factory - a searchable archive to get help on specific technical issues related to Web Hosting.
