Four things that make Technical Support great

One of our everyday challenge in 2PointLabs environment is an IT support which is most valuable service for some clients. No matter if we are talking about software usability or development process, agile and prompt support is our focus towards any client regardless on the scale. In more than 15 years of work, 2PointLabs team has defined and excluded five most critical values that make an IT support a great one.
Of course, we are more than sure that every client will be having his own suggestion or preferred IT support skill which is probably in close connection with his job profile. However, in general, we agree on the following key points which you should look for in professional support:

1. Self-disciplined/organized assistance respecting client wishes regardless on their size.
Once you reach our support via phone, email or instant messaging it is crucial that you have a feeling talking to a real person. Close, almost compassionate attitude regarding our clients is what makes us great long term partner. Sometimes, careful listening and understanding can save us a lot of time (on both sides), so our team must be prepared to follow you, understand the situation and deal with it as soon as possible.

2. Ability to prioritize and commit to problem-solving
We all had not once a case of the nervous client who has a couple of challenges and wants to tackle than all in once. On the other, motivated but easy “give upper” is not someone who you’d rather have on the line when your business is on fire. Passion and determination to solve your issue are elements which we are taking care of on each training or education. When the ability to prioritize comes in equitation on top of that, we are more than able to handle all your technical tragedies in no time.

3. Details, details, details
In stressful situations, like we are having in IT support, it is simple to lose focus on details. No matter how difficult or impossible to solve your task is, we thrive towards scalable and adaptable procedures which are allowing us to track your satisfaction even after two hours of risky support. Taking care of specifics on each customer enables us to learn more, predict problems and have better collaboration on mutual satisfaction.

4. Accept that you don’t know it all
IT experts are sometimes egoistic when it comes to problem-solving and they aren’t prepared to confess that “thing” is out of their current reach. Collaboration among our team is set in knowledge sharing environment where all members regardless of the position are motivated to give tips & tricks but more than that – to ask constantly. We saw that following this logic provided us a great base for research as well as honesty to a client. It is always better to hear that someone will find a way within the team to solve your problem but to relay just on himself only.

What’s your point of view? Did we miss something? We would love to hear your feedback on our list. Contact us via social network profiles or simple form on a web site and let us know how can we help you be better in your job!