Top 4 things I’ve learned being on the support team
My name is Fatima and I am new to the Jungle Disk Team. I joined the team in August of 2017 after graduating from the Open Cloud Academy with a Red Hat Certification. In 2015 I graduated from Texas A&M University, but after seeing that my chosen degree was not going to provide me with the fulfillment that I was looking for in a career I decided to join the Open Cloud Academy.
Since joining the team I have learned many very useful things that most people don’t learn at their jobs until they are a couple of months into the work. Given the fact that we were going through some changes within the re-structuring of the services provided to Jungle Disk we saw a large volume of support tickets. I was able to get a glimpse of a large variety of problems that support techs at Jungle Disk have to deal with every day. Not only did I learn a lot about the technical side of Jungle Disk, but I also learned a lot about the customer facing side of Jungle Disk, and here are four of the most important things that I believe I learned.
Things are always better if you screen share.
Yes, I know that sometimes customers tend to be hesitant in sharing their screen because they believe that we as human beings may break something or they are scared of their private information being at risk. Although letting someone that you don’t know at all look at something as personal as your computer is scary, the customer has to understand that we are not here to break anything or to go snooping through your data, we just want to help so that you can get back to your other business needs.
A confident Support team member makes a confident customer.
When it comes to responding to customers there comes a time when one is flustered with the back to back questions that sometimes make even the support tech question if they are doing the correct thing. But if you are to respond to a customer with a “I think” or “this may be the issue” the customer will in turn not believe in you. This is why it is critical for a tech to always be affirmative when providing a response to the customer.
Customers use very different wording when it comes to technical issues.
Having to go through the transition process with a large number of customers brought to my attention that everyone had a different way of calling their “backup job” or their “network drive”. Which is why if you think you are not on the same page as the customer when it comes to specific wording, make sure to let them explain to you what the word they are utilizing means to them, this can save you a lot of time when troubleshooting and selecting the correct route for the customer.
You know that you have accomplished your job once you have taught the client to be self sufficient.
It feels amazing when you have a customer that didn’t even know what their software was capable of doing when they got to you, and you end up explaining to them all the cool ways in which they can utilize their product. To me that is the best feeling there ever can be, because after spending a couple of minutes on the phone with someone they are able to understand and don’t need any more hand holding when it comes to the software.