Technology_Support_Team

Running Header: TECHNOLOGY SUPPORT TEAM Effective Technology Support Team TEC/401 Sean C. Scott University of Phoenix Header: TECHNOLOGY SUPPORT TEAM Most businesses require a technology support team in order to resolve internal and external problems effectively. For some businesses it is more ethical to outsource a technology support team; while larger businesses find it more convenient to form their own support department within. Technology support is very important aspect of a company when in relation to customer, employee, and network support. Factors in building an effective technical support team may involve people with customer-based personalities, knowledge of product service, and the company’s values and ethics. These factors are important in order to appease all types of issues that a company faces on a day-to-day basis. As mostly everyone knows, people have all sorts of personalities and at times these personalities may clash. In customer service or a support team one would be able to control his or her personality and be able to adapt to the individual who he or she may be helping. Customer service representatives may face some harsh times with customer dissatisfaction problems, at which time that person must be able to deal with the situation and still maintain their composure. How customer service representatives handle such situation reflect directly on to the company in which they are affiliated. When personnel that can handle any situation or issue at hand without being consumed with stress themselves, it also helps to form a stronger bond among coworkers. Problems can be worked out through individuals and rarely having to go to upper management to resolve. Personalities and attitudes can go a long way in technical support. Personality and knowledge can be even better. Header: TECHNOLOGY SUPPORT TEAM Employee training can also affect the technology support from within a company. Some companies fail to train their employees well enough to be able to answer technical questions or solve technical problems for the customer. By not providing the employees with adequate training for their assigned position can make customers feel unimportant. Knowledge of a product or service is vital in the support area. With some know how, any service representative can guide someone to the resolution of his or her problem. A customer with a problem can end very aggravated when customer care representatives continuously transfer their call to other representatives or departments. This problem occurs quite frequently when employees are untrained in their position. A company’s value and standards is how they conduct business with their customers. Every company has a different way of running business. Values and ethics come into play when dealing with the technical support aspect. Ethics affect everyone and everything affiliated with the company. A person in technical support must always practice good ethics and rely on personal values. When assisting a customer with a particular problem, no matter how the person presents himself or herself or which attitude is being brought forward, the technical person must adhere to the company policy of ethics and act accordingly. No matter what race, gender or rudeness, all customer should be treated equally. My personal employer practices a rather good code of ethics and can be seen in its employees and satisfied customers. The South Texas Blood and Tissue Center, my employer, dose have a few downfalls, but overall, in Header: TECHNOLOGY SUPPORT TEAM Its technical support department, the operation runs smoothly and goes above and beyond to help people of need. Efficiency at the South Texas Blood and tissue Center is just as important as personality, attitude, and knowledge. In today’s world, most telephone calls are recorded for quality assurance. This process not only assures that the employees are quick, concise, and pleasant when resolving customer issues, but it also reassures the upper management that their employees are taking the correct steps to resolve problems and make sure that the consumers privacy and security is sustained. In all types of businesses, technical support is very important to the growth of the company. If one can please a customer by giving them the attention and solution they need to conduct business he or she, then the time spent on developing and implementing a technical support team was well worth the time. Technical support can be dealt with by phone, websites, and through emails. Companies that do use a technical support tend to have a better relationship with customers and are willing to go to any length to satisfy them for a potential repeat customer. Companies that do not have a support team to deal with problems may struggle in a highly competitive business world.