Category: Thoughts
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Technical Support’s Best-Kept Secret: Your Next Great Hire Probably Isn’t a Technical Support Engineer
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Read More →: Technical Support’s Best-Kept Secret: Your Next Great Hire Probably Isn’t a Technical Support EngineerThere was a moment that completely changed how I think about hiring technical support engineers. During a particularly tense escalation call, I watched one of our newer team members handle a situation that could have ended badly. This person – who came from a customer success background rather than a traditional technical one – transformed…
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Steady Ships Navigate Rough Waters: A Leadership Guide for Support Teams
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Read More →: Steady Ships Navigate Rough Waters: A Leadership Guide for Support TeamsIn the fast-moving landscape of customer support, particularly within the B2B SaaS sector, the importance of steady leadership cannot be overstated. As support teams navigate the complexities of remote work and constant change, the stability of their leaders becomes a crucial anchor point for success. The Foundation of Stability: Self-Care and Personal Equilibrium Consider the…
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Continuous Learning: Keeping Pace with AI Advancements in Technical Support
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Read More →: Continuous Learning: Keeping Pace with AI Advancements in Technical SupportThe rapid evolution of artificial intelligence (AI) in technical support presents both exciting opportunities and significant challenges. As AI technologies continue to mature and integrate into our support systems, the need for ongoing education and adaptability has never been more critical. Let’s explore why continuous learning is paramount and how we can cultivate an environment…