- Part 1
Working as a support engineer and team mentoring, for about 3 years. So I'm planning to write a series post to share that experience as much as I know myself. international Carrier can be useful to take decisions. If you have any questions you can comment.What is the support engineer actually?
Software companies offer supporters' names in different names. Such as Support Ninja, Support Engineer, Happiness Engineer etc. Here are the first and foremost jobs that are buying your company's product, guides them for starting, configuring, and using information before buying their product. In total, talk to customers about different issues at various stages. Talking is your main task.
If you know how to use the platform that works, you can apply for a fair entry level and learn to write the correct English. Then only need patience and interest. If these two are multiplied, then you can come forward
What will be the skill ?
Good english
If you do not know English very well, you will not be able to properly tell what the customer is saying, or not, what you are trying to say.
Since your main task is to speak, so there is no alternative to writing good English. If you can say well, then it will be a plus point for you. But remember, it is a semi formal job. In other words, we can not talk using words such as yo bro / man, wassup, screwed, or in the movie (yo nigga), as if using words like with brother friend. To maintain modesty, you have to talk about it. Whether it's mail, live chat, or any other communication platform. Always keep in mind that your company's introduction is important. If it is good, it will affect the image of the company, in a bad way. So again, do not use too normal formalized tooth broken words or difficult phrase. Because many people who do not know English will talk to you using Google Translator.international career.
Patience
If you have previously had experience working on Customer Support, then you must know that the key features of the Customer Support Agent are that they have enough patience. Because a man never gets in trouble or in danger, he does not support the support team. And in times of danger, generally gentleman does not work in people. It can be so frustrated or angry to use the F word. Without being moody, he would have to listen to his cold voice and answer with a humorous gesture.
On the other hand, when you are talking to the customer in the pre-sales section, it is often time that the non-techie person is a customer. He would like to make an airplane with a duck and a horse and would like to write a bigger mail, "Would you like to ride a horse with your software?"
You have to be patient with that mail and say that we have never used duck and horse-tied tests with our software. If you want you can send two to us; We will test you through the test.
It has been a long time that a developer of "Hitler" might have liked your product; Buy products or services of huge amounts. In order to test the support system, intentionally checking responsiveness time, service quality, etc. with a buoyant mail.international career.
You can never know from the beginning, one of your words can make a profit of a thousand dollars to the company, and without a reply you might lose a company's thousand dollars of a ticket from a ticket. In a bizarre idea, he wrote a blog post about the angry reply. Or maybe a person may complain to your manager without getting the expected answer in the mail you want to test the support service.
So, whatever the question, the answer to each will be patience with a cool head.
Creative thinking for international Carrier
Most of the time, the work is done with a built-in feature. But in some cases, many features can be used by modifiers. If you work with pre-sales support, then use the present intelligence to increase the product's utility and sales through suggestion.
For example - you are selling flour. You know everyone buys flour from you to make bread. But suddenly a biriyani shopkeeper came to ask you, "I'm looking for something to seal my biryani. Rubber seal was taken, but the size did not match. Can you help with your flour? "
If you have an intellectual intelligence, you can think about how sweet it is, so you can be used as an airtight seal. And there is no tension on the size.
We got a new subscriber because of the diameter, intellectualization solution. And the customer also posted good reviews because of the good solution at low cost, this will increase the new customer further.international career
These three things are now the core stuff of the support staff and they must be present. A support staff without these 3 skills are incomplete.
You can see the following checklist to start preparing for the application as a support engineer for Wordpress related plugins, themes or services.
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