Technical support department functions

Technical support department workflow and functions

The workflow of Tech support department begins with receiving customer request and task assignment and finishes when customer request is satisfied and all technical issues with product are resolved. When the user contacts the support team for help, one of the operators logs the call or the e-mail request in an issue-tracking system and creates a reference number.

If the issue is already known and resolved, the operator informs the user about that and gives an advice or a workaround solution. If the issue is a new one and not met before, the operator gives an estimated time of when the problem will be resolved and solution will be provided. The issue is documented, and now the support engineer is assigned to resolve it in cooperation with QA and development team. Supervisor takes care of deadlines and controls problem solving process by tracking tasks of the support service engineer.

To functions of Tech support department defines its workflow. If looking through the workflow and the operations the support service team carries out, there can be highlighted the following main functions:

• Providing technical support service and consultation
• Processing and transferring product enhancement requests
• Product pre-sales and demonstration

Let's briefly review each of the functions.

Providing technical support service and consultation

This is the most important and primary function of the department. The staff provides technical support services for the customers and users of product by receiving request, calls and e-mails and giving appropriate consultations to resolved issues. The operators contact the customers, register issues and provide consultation. If needed, the support engineer can be involved in problem solving process. For example, in software development companies the support engineer can arrange remote support session to see the customer desktop and resolve the issue by himself. To provide effective technical support and consultations, collaboration between the operators and the engineers should streamlined and well-organized.

CentriQSallows to create common database where all tasks and activities of the support team can be managed in real time by supervisor or the team leader. The operators can access the Request view to register and track customer requests by Title, Urgency, Date Created, Date Closed, etc.

Processing and transferring product enhancement requests

When the customer contacts the operator and leaves a request that describes non-standard issue, unrevealed defect or recommendations for product enhancement, the support service team may not satisfy the request at once and give solution. In this case the operator registers new issue in the issue-tracking system and notifies the tech support engineers. Then the registered issues are processed, documented and transferred to the development team. If the defects or bugs are confirmed, the developers fix them and generate solution for the customer.

The engineer gets the solution, contacts the customer and gives support service advice. To build smooth cooperation between the operators, the engineers and the developers, there should be implemented the issue-tracking system with possibility to process and transfer product enhancement request. CentriQS can be used as the issue-tracking system that allows the support operators to register and share product enhancement requests. The engineers can process the requests and transfer them to the developers.

Product pre-sales and demonstration
This function is carried out by the support service team in cooperation with sales department and marketing team. In order to demonstrate product features and advantages, the sales specialist may ask the support engineer for help.

For example, to describe the customer technical aspects of product (which the sale specialist may not know) and explain how it can work at unusual environment, the engineer can be involved in product demonstration and pre-sale process. The collaboration between the sales specialist and the support engineer can be built on use of CentriQS. The sale specialist can assign requests to the engineer and arrange pre-sale demonstration. Support service supervisor can control all task assignments and performance in real time. If needed, he can prioritize the tasks of the engineer and make reassignments.

• Technical support department staff
• >> Technical support department functions
• Providing technical support service and consultation
• Processing and transferring product enhancement requests
• Product pre-sales and demonstration