Technical Support Team
explanatory Essay
976 words
During my last work term at company XYZ, I was part of the technical support team. One of my daily duties was providing customers with technical support through mail and phone. When customers sent emails to our technical support email address it would be forwarded to several parties. Emails were forwarded to the technical support team at the headquarters, the technical support team in Asia, the CEO and the operations manager. Emails were forwarded in this manner so that the quality and response time of the technical support emails could be monitored by the administration. The nature of most issues were complicated; as a result several emails were send back and forth before the issue could be pinpointed and diagnosed. Since the emails were delivered to half a dozen inboxes, there was often confusion over who needed to respond to which emails. Although there had been many attempts to address this issue they all failed. There was not a solution that would work all the time because employees would not be available due to sickness, holidays, emergencies etc. The goal of the process is to provide customers with the highest quality of service. Step # Process Step Description (action performed) Resources Used (inputs) Artifacts Produced (outputs) 1 The customer’s email is received by our main server Electricity An email in the main technical support inbox 2 The customers email address is forwarded to everyone on the technical support distribution list Electricity The customer’s email are now delivered to the technical support team and the administrative team 3 The technical support team determines who needs to answer the email based on how responsibilities have been divided Time Emails/phone calls are made to determine who is res... ... middle of paper ... ...s a result is more prone to errors • All memebers of the administrative team are not kept in the loop and are not able to closly monitor staff activities Conclustion: This is an excellent solution because it saves the staff times and eventually saves the company money . In addtion, it allows the company to uphold quality standard. The main challenge is choosing a member of the administrative team who is familiar with company goals and technical support issues. In order to implement the RCA described above, there is one additional resource needed. The most important artifact is creating a document that will outline the technical support standard that company XYZ wants to upkeep. This document must be detailed and should include answers to common problems. This document will allow the supervisor and the technical support team to respond to emails confidently.
In this essay, the author
- Explains that they were part of the technical support team at company xyz. they explained that emails were forwarded to various parties so that the quality and response time could be monitored by the administration.
- Explains that the customer's email is now delivered to the technical support team and the administrative team.
- Explains that the technical support team determines who needs to answer the email based on how responsibilities have been divided.
- Explains that emails/phone calls are made to determine who is responsible for answering the email if not clear.
- Explains that the designated technical support individual will gather the information they need to answer the email.
- Explains that the technical support staff will email back the customer and carbon copy everyone who received the first email.
- Explains that the email would be received by the customer, the technical support team and the administration.
- Explains that the customer and/or administrative team will respond to the technical support team with the comment/question.
- Explains that a significant amount of time will be saved since each email is not monitored by all staff members.
- Opines that confidential opinions will not arise since each member of the technical support team might have a different approach.
- Explains that the email response is reviewed by less people and as a result is more prone to errors.
- Explains that step 7 is an inefficient step because it is not necessary for half a dozen employees to review several emails to ensure it meets our standards. step 3 is ineffective because there's not always an appropriate time to determine who needs to answer each email.
- Explains the importance of creating a document that outlines the technical support standard that company xyz wants to upkeep.
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