In today’s world of remote work, teams face a unique set of challenges. One of the most significant hurdles is maintaining authenticity and building genuine…
Tag: collaboration
During my career in technical support, I have witnessed firsthand the transformative power of human creativity and empathy in solving complex problems. While artificial intelligence…
As a technical support manager or leader, you know how important it is to effectively manage your team’s performance. However, performance management is not just about numbers, metrics, and targets. It’s also about creating a culture of empathy and understanding towards your support agents’ challenges.
For technical support engineers, the role demands in-depth knowledge, problem-solving skills, and a keen sense of ownership. But what happens when you are promoted to a managerial role? The transition from an individual contributor role to a leadership position can be a challenging experience. In this article, we will explore some common challenges faced by first-time technical support managers and provide practical advice on how support leaders can help them succeed.