Manage customer service for Technology Industry

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[Music] people who hire tech people tell me frequently how hard it is to find the best people no doubt in the current competitive job market that hiring is a challenging process especially for critical tech positions you've got to create just the right combination of pay benefits work environment and company culture so here are three tips to help you make the best hires possible number one work on your company's employer brand now this is the pre work you do on an ongoing basis to make sure everyone knows about your company one of the advantages that big companies have over smaller companies is that they're well known there is prestige in being Google Facebook Amazon Dropbox or Cisco develop a compelling speech that you can give it's civic organizations schools tech associations and everywhere else where tech people hang out without sounding like you're bragging talk about your company including the work environment and its culture its sustainability practices pay practices and benefit packages tell stories through blogs interviews and speeches about individual employee successes and how your employees find deep meaning in their work if you do a good enough job at this then you'll have people coming to you hoping to join your firm number two write a good job description you can't overstate the importance of writing a good job description in addition to describing the job it also describes the right person for the job it provides the specifics for an employment contract and it's a great tool for performance review look online for examples of great job descriptions but here are five critical elements in a successful job description number one the job title make it accurate brief and concise without jargon or fluff generally people should get a good idea of what the job is really like from the job title speak directly to your ideal job candidate number two is the job summary the summary expands on the title now this should still be concise but it's often one or two paragraphs in length number three is job responsibilities this is where you provide detailed information about the tasks and responsibilities for the job number four is the job requirements in this section you'll discuss the minimum requirements to be considered for the job number five is the work environment and this is where you provide an accurate description of the work environment now obviously you'll want to highlight the good features of the work environment but you must also be candid about the overall work environment lack of candor could leave the new hire feeling unpleasantly surprised when they come on board and could lead to a quick departure so after building your employer brand and writing an accurate job description comes the intentional interview process now generally there are two parts to the interview for tech positions part one is the tech screen to ensure that the candidate has sufficient technical skills to match the requirements of the job description and part two is the human interview sometimes referred to as a collaborative interview in the tech screen you devise a technical challenge based on the job description that will prove the candidate knows enough to do the minimum requirements of the job perhaps it's something like configuring a VPN writing a small bit of code building a simple webpage incorporating JavaScript or something else that is a requirement of the job in the human interview you'll be looking for whether the candidate has adequate interpersonal communication skills to succeed in the job you're looking at how the candidate answers specific questions about his or her past successes and failures how they think they are perceived by their friends and past colleagues and their priorities and a host of other characteristics this is not a casual conversation this is a formal interview and you should treat it as such it should be a very formal process with carefully chosen questions designed to provide insights into the human being that you're considering for the job after a candidate passes the technical and the human interview many companies also have the candidate interact with potential teammates to get a sense of whether the candidate is a good fit for the company and the culture some companies also use various forms of psychological or personality testing to help screen Canada be careful though sometimes companies use testing instruments that are not designed for use during the hiring process in our world in IT our jobs are not about technology our jobs are about helping our end-users do their jobs more productively creatively and efficiently and if it doesn't solve a human problem then what's the point in my work with IT people I help them find ways to show that they care competence is critically important but what we remember is how we were treated how people made us feel most of us can learn people skills they're simply beliefs and behaviors it can be learning hiring the right employees is such a big part of the success of a company and yet it's also one of the most difficult tests for company owners managers and HR staff you can help ensure your success by working to effectively create your employer brand writing good job descriptions and having an intentional interviewing process I'm dawn Crawley what do you think [Music] you