What should you look for when hiring Tech Support staff? My answer to this may be a little counter intuitive.
Great Tech Support people are:
– Problem solvers
– Friendly and they like helping people.
– Confident enough to say “I don’t know, but I’ll find out”
This last point is very important, and too often overlooked. It’s critical in Tech Support to have a team that will respond well when presented with something they don’t know. Every one of them should not only be comfortable with it, but should relish the opportunity to figure something out.
Tech Support folks should also be friendly and like helping people. They should be communicative both inside the organization and with customers. Don’t just expect your team to “be professional”. That admonition is at the core of the wooden, scripted responses that frustrate customers.
“Knowing the answer doesn’t scale. Hire Tech Support people who can figure things out.”
Why didn’t I include something about technical qualifications? While a foundation of technical expertise may be important in your business, a candidate who is a better problem solver and better with people will still be the best choice, even if they lack experience in some aspect of your product or market. The best Tech Support people learn very quickly, and learn best while solving real problems.
Knowing the answer doesn’t scale. Focusing on “knowing the answer” is part of the “Quick Resolution Paradox” – it puts you on that treadmill that brings ever growing costs and support staff burnout. If you know the answer, you should be working to make sure you never get that question again, first by putting the answer at the fingertips of your users, and then by fixing the product so that this problem goes away forever.
Knowing the answer is a side-effect of providing good support, not its goal.
To make a great Tech Support team, the right hiring is critical. The right folks, with the right skills, will build your reputation with your customers with every call.