The work was done at the technical support service. Support service: creation of support and robot in technical support. Skіlki zaroblyayut fahivtsі technical support

Be-yak service technical support created in order to give their clients additional help in servicing and excellence, be it technical problems, which was called by the client to the Internet resource

Fahіvets tekhnіchnі ї pіdtrimki is guilty of giving competent, zrozumіlu koristuvachevі consultation. I not only. Vin is also guilty of giving the client information: de and how to know what else was sent, or the document.

In order to give such an additional help, the specialist in technical support is guilty of thoroughly knowing the Internet resource, the subject for which he gives advice. Tіlki so can zdobuti dovіru.

Vymogi dosit serёznі, so zavzhd fahіvtsі vysokoї categorії. The trust of the client, dragging the minds of fierce competition, is all the more important.

For example, technical support for the site. Abo technical support for clients . I can't underestimate the importance of this. Whether a site is a business card of a company in a flash, it is a face on the Internet. And the clients should be embarrassed. The stench is guilty of being blamed for the fact that, on the basis of nutrition, the stench will take away the burdensome spirit.

Technical support for the site

• Tse that uninterrupted functioning;
• Tse liquidation other problems with hosting;
• The cost of monitoring the availability of the site, the security of interest;
• Installation of various third-party Web resources;
• Tse installation of banners, renovation;
• Tse consultation spіvrobіtnikіv shdo dodavannya іnformatsiї on the site or її editing;
• Tse rіznі zmіni in the structure of the site and the adjustment;
• Tse installation of various analytical records and scripts.

And yet not all. Sometimes, before the obov'yazkіv svіvrobіtnik tehnіchnії pіdtrimki enter dodavannya novino, graphic images, articles and other content.

Technical support of clients

Everything is more complicated here. It is necessary to have a good negotiator.

Whether it be some kind of client, some kind of a technical supporter, call in order to solve your problem, and people are different: someone in the door is “nazhdzhaє”, someone is clearly “stupid”, someone can speak fluently, but in such a way that you can’t understand anything.

In their minds, the head of the technical support specialist does not just solve the problem of the client, but explain the people in such a way that she got into her situation, and was not satisfied with it, as they spoke kindly to her.

Tse is not just a techie with technical tricks, who is well versed in nutrition. The same psychologist (as if I were the world), and a negotiator, for whom it is absolutely necessary to adjust the client’s temperament and mood, but it’s foldable.

Whether it’s for a client, it’s necessary to “approach”, take over the problem, listen and help him more. And without knowing the product, which company sells, knowing its features and subtleties, it is impossible to work with customers like this.

What would not be the problem of the client - a great chi meager, fakhіvets tehnіchnі podtrimki goitre vyznaty її important and concentrate on virіshenni.

Rules for a technical support specialist

First, the wine is guilty of following the five commandments:

1. Respect the client.
2. A good building specialist solves the problem of the client.
3. The client's problem is, in fact, not a problem, it's a problem of a technical support specialist.
4. Consider the client and confirm you
5. Reply to customer's scores.

In another way, fahіvets tehpidtrimki is guilty of the mother of the song of special quality.

Keeping up with your customers is an important process for the company, which strongly influences the goals of customers of that number.

For help to a specialist in technical support, the client can turn around email, or by telephone, or through the site. The first contact is with the problem of the client, and that means the company. As a rule, the first contact is more emotional, not always positive. І the whole potіk of storming that unreasonable goes to the supporters of the support service (Support).

Tom h specialist in technical support of the crime of pedantry, knowledge of professional directives is the responsibility of the mother of patience and emotional stamina.

And for the robot to be remarkably calm and efficient, it was necessary to follow the sing-song rules:

Before the speech, in the western lands the customer success (Customer Success) is practically a cult. In Russia, the situation is also rapidly improving, because business recognizes the importance of the process of supporting customers.

Skіlki zaroblyayut fahivtsі technical support

The salary of young specialists with the right to work in 1 year varies in terms of employment depending on the location of work. In Moscow, a specialist in technical training earns from 25 to 35 thousand rubles per month, in St. Petersburg it is 5 thousand less, in the regions the average salary is 18 thousand rubles.

If you keep track of the technical support, then your news will be from 18 to 25 thousand rubles per month.

Practically all coristuvach merezhі hocha more than once stuck with problems, yakі blaming with the work with the site, service, program, that and the other subject of interaction in the Internet. The support service will come to help. The main leaders of the practitioners of this directly є help in the virishenni quiet chi other nutrition, which is blamed on the coristuvachiv.

The Internet profession is an agent of the support service for today, even if requested and does not require special knowledge, like a robotic video editor. Administrators and managers of Web-projects spend good money on supporting their clients who create vacancies. A similar activity can be vikonan in a different way, depending on the functionality of that vymog. You can practice in online and offline modes. Approximately it looks like this: you sit at Vkontakte and check until you write. And the clients will write, if they want to clarify what moment the robot has, or put the name of the food. You may also be able to apply for a request for a special Web interface, or by email, maybe in skype/whatsapp/telegram. Highly imovirnist, that there will be a sprinkling of tools for vikonannya functions of support. Give a lot of robots to give additional tasks, to the kshtalt administration group social measures that filling the site with content, you can receive calls and applications. It seems to me that I’m going to work a little before the service of support, or in order not to hire an additional staff of practitioners. Everything is discussed ahead of time, and you will obviously not be deprived of additional employment.

A job in the support service will require singing skills. Such yaks:

1. Knowing the language is less on equal footing. You can practice only in that moment, so that you can speak and write with my own, which is the target audience and clients for you.
2. Information. You need to report and provide reliable information about the product or service, as you can.
3. Shvidka reaction. As soon as you get food, you need to read it quickly, understand the senses, know the truth and correctly all the words.
4. Stress resistance. Different clients are being consumed, they are dissatisfied or those who cannot be reached from the first time. And at the same time from a sedentary robot, such a profession can get on your nerves. That is why it is necessary to remember "just do your job", do not take anything for special accounts.

Advantages of these Internet professions:

• Work at home and in the office.
• Often a flexible schedule.
• High salary, but the average value.
• It's just that the sphere of activity has understood.
• Possibility to work with another work or diyalnistyu (for example, practice earning money for our schemes).
• Most vipadkivs do not need special lighting.

On the minus side, I’m only pursuing a sedentary way of life, but I’ll still know how to lie in front of you. You can want to ask for food on the big road.

How to get a job like this?

We recommend that you put together a resume correctly and express your activities directly. Yakimi basic knowledge can you? You can also use auto-right, photo-right, fashion, technology, robots with programs and codes, cooking, life, law, medicine and much more. If your resume will be written in detail for the skin directly, in which way you want to show yourself, then feel free to submit your comments to the boards of your voice and business forums, and also go through the sections "Required"і "Vacancies", mozhlivo you already htos shukaє! If there is no change in the next day, then we start to monitor various propositions. Go to sites great companies, for which you have a reason to practice. Get down at the site and marvel at the strength "We have a job", "Vacancies", "We need". Navigate to these divisions and view information about the job. Call there є special form for communication or contact data. Feel free to write to the administrators, tell everything about yourself, and start earning pennies about paying for the work.

What is needed in order to be an effective specialist of technical support, to develop a career and, at the same time, to achieve satisfaction with one's work? Singing the world to lie down in the light of your character, professional skills, and setting up a job. Ale yak vyznachiti, chi go out for you? The axis of the sprat is a sign that you are not ready to work in the technical support service.

1. You don't stop the technical support service. Reply from your appointment to fahivtsiv tekhpіdtrimki. If you are telephoning to the customer service center or your Internet provider, you can easily put yourself in front of fahivtsiv, or you wonder if you are idiots, how to read the prepared text? If you don’t shy away from the service of the tech support, regardless of how well she copes with her functions, you better not take care of it.

2. You look at the work of the technicians like Timchasov. Robot in tekhpidtrimtsi - why did you jump, or just krok to what is the best? It's a pity, in rich companies, the tech support looks like the lower step of IT-descents, borrowings by people with an insignificant degree, like when it's the first time, the ruins are far away. Often, candidates for the service of technical support want to become an administrator of a company or a database. And there are very few people who should be the fahіvtsy tekhpіdtrimki. As a technical aid is not an end in itself, but if you get stuck in the service, you, perhaps, can’t go to a technical aid.

3. You are talking about technology, not people. Ask yourself what you want to practice at the technical support. Just like those who love to tinker with computers, tech support is not shortest choice. In rich companies, technіchnі fakhіvtsі spend a lot of time occupied with koristuvachs, which is the main problem. Like you need to help people, solve problems, you have endless patience and singing technical skills, work in technology to make you a happy person.

4. You see the remaining trends in the IT sector. Fahivets tekhpіdtrimki is to blame for the mother's interest and skill in technology. As if there is nothing, the robot at the technical support is unlikely to be a distant choice. A good fahivets is guilty of keeping pace with modern technologies, but, sorry, not a leather company can give the necessary for what hour and cost working hour. In order to get rid of competitiveness, you have to spend a part of your free time on the perfection of your knowledge that time.

5. You don't give a damn about the business you support. Techpіdtrimka is necessary for all spheres of business — from medicine to chemical plants. I want basic functions technical specialists In other spheres of business, few people think about it, in a right way, good specialists grow up on that window, like a stink smells. You do not need to lay down the right to sleep in order to improve the technical support of the law firm, but it is not enough to try to understand the business to give you the necessary information to prioritize tasks and ensure proactive support. Fahivets, who knows the functionality of coristuvachiv, which wines he supports, is of great value to business, the shards can show you how to effectively zastosovuvat nayavnі tekhnologii ї in roboti.

6. You're stressed out. Another important factor is your reaction to stress in particular spivrobitnikiv, evil bosses of chislih terms. If you can’t save the calm and think clearly and logically, in order to explain why the presentation doesn’t work, or how to inspire vipadkovo delete file, which is necessary for the boss, the career of a specialist in tech support will knock you out of great nerves. In such environments, you are guilty of showing coristuvachev, that you understand the need for the most obvious solution to this problem, show your courage and professionalism and do not give up panitsi.

7. You appreciate the recognition of that kindness. Fahіvtsіv tekhpіdtrimki often do not mark, until it becomes. For the irony of the share, as if you are constantly talking about coristuvachiv, imovirnist, that you will be commemorated less, lower at the drop, as you appear less in emergency situations, to save the world. As if to spare you, you can get stuck with the shorty, as if to appreciate that they never had a chance to call you, or to call on the boss or a colleague, which is like you for a miracle work, but rather blame the rules. As for satisfaction with the work, you need to be praised for that kind of otochyuchih, tekhpіdtrimka is not suitable for you.

8. You do not get self-control. Work with koristuvachs wields great patience and self-control. Deyakі koristuvachі stіyno cheer for your own pardons and check that you correct them. Others will need a new year of individual training, so that the stinks could be done if they want elementary tasks on the computer. Satisfaction with the needs of tsikh coristuvachiv vmagaє patience, self-control and spontaneity. One specialist of the technologist's team has a good reputation among the koristuvachs, for those who are ready to donate their daily break, to learn, whether it be something, or to give additional help in case of a problem. After the robots hit the gym, taking a racket and hitting the wall with tennis balls. On the skin ball, that name was koristuvach. Being by nature not a more tolerant person, he vented his anger on shady balls, and not on coristuvaches.

9. You feel unsettled if you are stuck with a problem. The solution of computer problems will require a systematic, logical methodology, and if logic does not work, those raptov osyayan. Although there is no single “correct” method for identifying the causes of problems, the building is clearly thought and logically observed with the necessary features for a technical aid specialist. Since you don’t have much natural skill to methodically solve problems, in order to become a good tradesman, you will need a lot of time to develop complex methods for solving problems, so that you can adapt to any situation.

10. You are sorom'azlivі chi not communicable. Even if you are not communicative, otherwise you have good communication skills, but if you are free to play at the keyboard all day long, the robot of a technical support specialist will not bring happiness to you or to the short-haired people. Most companies have a technical support service with a special IT-service. Some specialists of the technical support team are the only specialists of the IT team, with whom they cooperate. Tse means that the building is effectively combined with the usual types of koristuvachiv, regardless of their technical features or settlements, may be of primary importance.

People exchange hospitable words,
- having said Loki, - ale tsi words do not matter.
People in the company of their rich.
"Empire V", V. Pelevin.

The first line of defense on the fields of business battles - technical trim service. Support for the first successful adverts, the first to accept the first success in the event of an accident, for the business of people and, eliminating 90% of the problems of partners and customers, to bring to the core only the concentrate of the most important, the most uninvolved.

Who works at the support services? Yakim can be a support? How do we do good as a "supporter"? You can find out about this from these stats.

The first half of the article is for those who want to organize a support service for their Internet business. Friend - for those who want to know the work of support.

Tsya stattya not to create your service technical support. І do not provide support with a robot. Ale іnformatsії to think about it, they have more than enough.

Therefore, be smarter and let's get down to it.

How to send spivrobitnikiv to techpidtrimka

It doesn't matter what project you want, whether it's a design studio or - your correspondents (advertisements, clients) are most likely to cooperate with the support service and, more for everything, only with it. It’s best for the support to lie down, as the first thing to do is to complete your project and as soon as possible, it’s farther away. To this, the lanka of your business is given, but it’s not weak, it’s less.

A lot of project makers don’t overtighten their creations with support services and don’t try to hire a good person for a job. Possibly, the stench is making a walkie-talkie. If the project is not able to take advantage of the great number of participants and the good of automation, then, singly, the support service is not up to you.

But then again, rarely and, most of all, the Vlasnik has to overcome the support function himself. Do you have enough patience for an hour to beat this robot? Chi pay off such a pіdhіd і prospectі?

More importantly, respect for partners, efficiency in resolving their problems, competently communicating with informed adverts, for the sake of saving money on the project’s time to pay back the supporter’s modest rate. Don't underestimate the appearance of your project, just put a single word in the ICQ-client's window.

• Do not hire such titles of “schoolboys” for technical support(young people and women with an unformed psyche, newcomers splintering and pochuttyam vіdpovіdalnosti.
  Low-paid "schoolchildren" at the service of support - the widest pardon. The guise of a team may have sufficient qualifications, even if nothing else is so hostile to the company, like an illiterate tech supporter. Abo is inadequate. Support can have access to confidential information, constantly communicate with your partners and clients, who have a stake in the project. To that, for the sake of professionalism, you risk not only reputation, but also a share of the whole project.


• Adequate people.
  Receptionist, intelligent, savvy, with literate language, who wisely explains his thoughts - these are the necessary characteristics for a good practitioner of the service of supporting the koristuvachiv.


• Spivrobitnik tekhpidtrimki can be certified by a professional.
  Vmity vvіchlivoly rozmovlyat, chuckle and put a tick in the administration - far from everything that is necessary in the form of a supporter of the pidtrimka. Vin may be a professional, who is guided by the entire business of the company and knows, if only, the basics of all the nuances of the gallery. If you have an affiliate program, then the helpdesk support is the responsibility of the informed webmaster. What do you sell software product- The support service can be technically competent.


• Do not take on the technical trim of unknown people.
  The support service may have access to confidential information, and also to navigate to the accounts. Therefore, turn it over, as far as the community knows, your candidate for the seat of a "supporter". Chi splkuetsya vin and yakі maє vіdguki? Recommendations from other people will also not be accepted.


• Poor reputation as a tech supporter is a pledge to the failure of all firms.
  If you knew a miraculous professional in the technical field, but if you had recently sealed your reputation, it would be better not to speak with him. Such a supportive service can discredit the entire project, bring on the same yogo vlasniki - they are home to those noble people.


• Spіvrobіtnik service pіdtrimki koristuvachіv may be available.
  As if one person works in the service of support, it is the mother’s fault that the ability to be less than 12 years old is to be mined. And shorter than 14-18 years old (with not too much ambition). If the ambition is stronger, it is necessary to organize changes in the charting. Ale smut - the support service is available to most of the doby. Coristuvachi are not guilty of vilovlyuvati. Well, for example, for tech support in 24/7 mode (24 years 7 days a day) - it has long been a standard of acceptance.


• Deyak robot on yourself - no problem.
  Do not hinder the practice of technical training on yourself. Yakshcho wine at the right time develop a couple or write, then robots in the service of support do not make antrohi. Then, do yoga in a good professional form and help financially.


• Do not depersonalize the supporters of the support service.
  As shown by the experience, with the help of a spy worker, it’s easier to communicate, as if it’s normal for him (nick). The name of ICQ "John Smith" is rather short, lower Support Unit 1".


• Spivbesida can't be wounded by any means.
  It is important to talk with the candidate for the planting of a specialist in technical support. Give the test a task. For example, if you are guilty of promoting adverts, you can show him a side, what you are selling, and ask him to give a few recommendations to improve productivity and increase sales. According to your reaction and the result, you will immediately become wiser and more knowledgeable.

Now about those that are necessary for that, in order to take care of the work of the specialist of the technical support service of the coristuvachs.

What is needed for work in technical support

With a stable salary, work in a strong team with people- Axis bonuses in the service of support. Well, it’s true, you also need a lot: respect, pedantry, knowledge of a professional gallus, patience and a lot of other things. I will highlight the main points below:

• Professionalism.
  A thought about those who, with the obov'yazkami of the pracіvnik of the support service, come across whether it's a newcomer - a deep pardon. You are responsible buti vpevnenі, scho building vіdpovіsti is practical for whatever the area needs. And if not, then now you are here? All the nobility is impossibly, albeit voluntarily orienting in the nourishment of our industry and the mother of the practical novice in the goiter. Technological aid is necessary for that, to help with words and deeds in problems, like blaming people, like working on your project. And for whom the knowledge is necessary, that dosvid.


• 12 years per day - minimum.
  The grooming service may be available to most of the dobies. It’s really worth it, if you can turn to it for help, be it a handy mit. Therefore, you can be able to be at least 12 years old. And it’s shorter and 16. Obviously, it’s unrealistic to sit idle all the time on the job, so think of a way to take care of other rights and go online for an hour. You can carry your smartphone with you. You can just put the sound louder, if you are busy at home right, and go to work, feeling the knock-knock. Be ready to get up in the middle of the night. And for whom is it easy?


• 90% of problems are yours.
  Tech support is to blame and can fix 90% of the problems blamed on advertisers. That's right, to that 90% of the brunch before the service of the pidtrimka is due to the clumsy troubles itself, as if they are violating once upon a time. Be ready to the fact that you will not only be basic in asci, but really help people in different situations, folding and not even more. Pass the food to the other instances (administrator, kerivnitstvu) only if you are convinced that there is no self-harming ability to solve this problem.


• Don't be rude.
  You are rude, rude and navіt obrazhatimut. The most manipulative people inhabit, and far from all of them are intelligent. It does not matter, in what tone and what cost you were given food, you will be guilty of borderline vvіchlivі. They sent you - say: "Dakoy, that they put respect on me."


• Never ignore.
  Never, never ignore the reminder! The practician of the support service is responsible for all requests, whether it be ICQ, e-mail, tickets or telephone. It doesn’t matter, the problem is given to you in what way is important, so for the advert, the problem is absolutely important. Її obov'yazkovo requires virishity and, it is possible, quickly. More than that, most of all, the lesser the price of food, the more receptive to scandal. So, for example, in case of zatrimtsі viplat partners, yakі ledve got the minimum wage, turbocharged more times, lower adverts. For beginners, $50 may mean a lot. Don't let them start a buzz here on the forums.


• Be respectful, that bitch.
  Techpidtrimka is the person of the company. Therefore, the conflict with her may be deprived of the reception of hostility. Be respectful, respectful, and always try to follow the one who turned before you. It’s like they’re turning to “V”, say “V”, like “ticking”, leading a rozmov in a friendly way.


• Show the initiative.
  Good, if people notice your presence. Virishili food - tap and tell about it. If the problem is still not cleared up - say that the vinyl is stuck, but work on the solutions. Ale, don't overdo it, don't need to tell everyone about the weather. No one is like a bore.


• The practitioner of the support service is shown public life
  Chat on the forums. The additional signature will signify positively for the development of the project and the mood of the robot as it is, as your virtual presence is entrusted to the people with whom you work.


• Postiyne training.
  The support service is always responsible for keeping abreast of all changes in the industry. Otherwise, soon your knowledge will become relevant and you will not be able to beat your work properly. Why is there a new script? Read about it, look at it, and so on. A new competitor has appeared? Take a look at this site, analyze it, analyze it, see some shortcomings.


• Treat MOV for your teeth.
  Technicians trust confidential information. So scho do not talk zayvogo! Navit for a secret to friends. About, number of adverts, attached parameters statistics - be able to play into the hands of competitors, and you will get a good reputation forever. Professionalism is the main correctness of behavior.


• Do not allow negativity on the forums.
  The number of negative reviews on the forums - ce good job technical trims. Don't bring it to public attention, make sure you are 200% in tune with superechts. As if he said something from the classics to marketing, “there is nothing to win over the super-customer yet.” I added bi, scho in superechtsi with advert - tezh.


• Instructions - not all.
  Don't buy the perfect gratification and instructions. І qi is also not a fault. Always be adequate and seriously evaluate the situation that has developed. Remember that the support service works with living people. Encourage them to understand and go to their camp.


• V is a member of the team.
  Never forget that you work in the team and are responsible for protecting your interests. You don’t need to publicly swear at your own curiosity and get swept up in competitors, make it look like the stench is objectively better. Dumka spіvrobіtnik tekhpіdtrimki zavzhd on uvazі. I listen to the new one.


• Work on two fronts.
  Two fronts - all participants in the project (advertisments, clients) and yoga organizers (vlasniki). Support services should not only help advertisers to get their food, but also protect them from the project’s core: for example, reduce the minimum wage, as well as ask for, increase the amount of money, and look for promotional packages of such promotional packages. Remember, your task is to make the work of your partners as easy as possible.
  At the same time, the supporter of the support service is that important member of the team, who works in order to raise the project’s vitality by the way. And it means that it is necessary to ensure the increase in turnover and the need to reduce the cost. Try to reach the balance - don't worry about the greedy and squeamish adverts, so that the project won't go through the minus. And don't forget to be comfortable and smart with your smart partners.

On the thought of a rich, a robot in the service of support - not an empty balakanin in ICQ for the quiet, who has nothing more to do. In the light of the work of the service, the thought of a comp'unity about the project, which is allowed to be poured into those who are left behind and continue to practice advertisment with it. Vіd tekhpіdtrimki also heavily accumulate a large number of clients and a lot of others. A good service to support clients does not solve all the problems that are blamed on a thorny business path. Ale, it’s a good time to have a lot of times!

Yakіsna service tekhnіchnі ї pіdtrimki - tse fahivtsі vysoko klasu, yakіs prod'yavlyayut serjoznі vimogi. The nature of the work is vidpovidalna and zovsim is not simple. Drinking on qiu specialty does not fall, and salaries grow less. Become good professionals in your own region, and you will be welcomed to your lava by a lot of other teams.