Streamline Your Sales Evaluation Process for Technical Support

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[Music] hi my name is max i am a certified tech advisor with the it support center i have a computer science degree and am a microsoft certified it professional i've been providing technical support on business applications for oh about eight years what did i do before joining the i.t support center well i mostly did programming on small teams and helped people with their computer and i.t problems i've always been interested in computers and technology and i enjoy helping people and so i t support has always been a great career for me well the main reason i started working with the it support center was the experience of the management team and the structure of their support center senior management has been in the it support business for 15 plus years and they really know what customer service is all about and the way they focus on making the customer happy means i get to focus on what i really enjoy the support for example the i t support center right now has access to around 850 advisors available to provide support this means that we can promise that any support call will be answered within under 15 seconds none of the teams i worked with in the past could manage that the it support center also runs 24 7. so you know in some industries where employees work really long hours they still have someone to turn to for an answer and can hopefully get home sooner having such a large operation also means that every caller talks to a live agent and doesn't have to deal with recordings or voicemails in this business that means a lot [Music] i would say focus and i mean focus in two ways focus on the off-the-shelf software and focus on providing the highest quality support now for the off-the-shelf software at the i-t support center we exclusively focus on the applications that nearly all employees at all organizations use that because of this the advisors have deep expertise and on top of that what i think is really neat is that even if a particular advisor has not encountered a caller's problem before but we work as a team with a deep bench of experience and can easily transfer callers to advisors with the right knowledge to answer the questions and this relates to the second focus area which is the support in the situation i was just talking about there's no pride of ownership of an account or a caller people are just concerned about answering the questions as best as possible as an advisor it's not about how many calls i answer or what my average resolution time is it's about did i answer the caller's question resolve the problem and exceed their expectations i think this approach is unique and it allows me to do what i really enjoy which is working with people to provide the help and support they need with it and their day-to-day jobs you