Role Blueprint

Technical Support Staff

Job Description

Direction & Priorities

Tools & Software

Measuring Performance

Onboarding & Training

Why hire a Technical Support Staff?

To have your processes and systems suddenly stop running during business must be a nightmare. However, technical support assures you and is ready to resolve technical issues. They can even upgrade your efficiency and productivity by modifying your systems for your business’s needs and protecting the company’s confidential data and software.

With billions of people online, providing an excellent user experience to satisfy customers on digital platforms is becoming more necessary. This is why technical support is so in demand among businesses that you must start having a dedicated staff to compete with them.

Job Description

The technical support staff are experts who keep the systems running and customers approving. They check, maintain, and debug computers and products, integrate computer software, and customize systems to suit the business setup for better efficiency, security, and smoother processes.

When users experience issues and have questions about the products, the technical support staff is part of the support team that answers the call of these unhappy and confused users. They specialize in fixing errors and rebuilding the users’ satisfaction with your products, mending the loyalty to your brand and company.

By resolving end-user problems, IT service issues, and system incidents, the technical support staff has the documentation and insights to help bring light to product inadequacies for developers and system improvement for the company.

  • (Background or) Degree in computer science or information technology
  • Certification in Microsoft, Linux, or Cisco is advantageous
  • Prior experience in tech support, desktop, support, or a similar role
  • Experience with remote desktop applications and help desk software
  • Extensive experience working with different operating systems including Windows and Mac OS
  • Good communication
  • Multi-tasking
  • Attention to detail (and) good problem-solving skills
  • Ability to work independently
  • Superior reading comprehension
  • Good presentation skills
  • Critical thinking skills
  • Troubleshooting, diagnosing, and resolving technical issues
  • Setting up accounts for new employees and new users
  • Replacing and repairing computer equipment
  • Provide timely and accurate customer feedback
  • Testing new technology that businesses may buy
  • Helping companies maintain network security and firewalls
  • Installing and configuring hardware and software
  • Training end users on how to use hardware and software
  • Maintaining a database of reported incidents and actions taken
  • Supporting, testing, and evaluating the roll-out of new applications

Where they fit in the org chart

Direction & Priorities

Technical support plays a crucial role in user experience. It deals with technical and IT concerns, troubleshooting issues, and boosting systems for the company and existing and potential customers, especially for product-based businesses.

Products are not 100% foolproof; sometimes, users need a helping hand to understand them. The technical support staff is there to interact with customers for their needs, guiding, assisting, and resolving issues about the product and services offered.

Another crucial role of technical support is in the data management of the company’s stored critical information, files, and software. The support staff implements procedures for backing up systems and further strengthening the security against data breaches. This includes maintaining a solid defense against computer viruses and malware that can risk unauthorized access to data.

A well-planned idea will be executed well. Having a clear set of goals and direction is essential for any plan to become successful.

It sets a guideline to follow for our marketing campaigns so that it aligns perfectly with what we want to achieve. Furthermore, it gives us the groundwork to tailor-fit our strategies in engaging with your customers in a relevant and timely way. We want to develop SMART (Specific, Measurable, Attainable, Relevant, Timely) goals and strategies to develop content that would lead our customers to choose us over our competitors.

Digital Marketing is the most affordable and effective way to market to your customers. By listening and monitoring your social media metrics, you can analyse where your customers are engaging with your brand more deeply and when you would be able to most effectively market to them your products. By analysing the right information and at the right time, you can grow your business successfully with a large variety of digital marketing platforms, such as email and social media.
By identifying the key conversion points in your marketing funnel, you would be able to optimise the way you market to your customers digitally. In doing so, you would be targeting two of the main goals of digital marketing: Lead Generation and Brand Awareness. It is the Digital Marketer’s role to plan and manage your digital marketing channels to generate interest in your brand online and create strategies that would entice them to try your product and become confirmed leads.

Tools & Software

A Digital Marketer’s work is supplanted by the use of a variety of tools. There is a large array of software available at the Digital Marketer’s disposal to make their work more efficient and accurate. These programs range from those that serve as a means to help communicate with colleagues and clients more efficiently, to content creation, and to monitoring activity and progress.

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