Tired of being silent: the truth about working in an IT company’s technical support service

Search, adaptation and work of technical support services employees became a topic for a meeting of heads and technical support specialists of Russian IT companies. The event was held in St. Petersburg at the office of Wrike. The first support workshop was attended by representatives of more than 20 companies, including: Parallels, Wrike, IT Summa, Git in Sky, Virtuozzo, Yota.

In the article you will find links to speaker presentations. You can watch the video recording of the reports here , and the recording of the entire mitap is available here .

As it turned out, there are a lot of support workers, but there are few meetings for them. We devoted the first mitap to the topic of searching and hiring employees - this problem is more relevant than ever. Finding the right specialist, introducing him to the team and the product, motivating him to grow and work effectively are just a few of the issues that we were able to discuss. 
 
Opening our event, I briefly talked about why we urgently needed employees in the team, what we pay attention to when hiring, and who is the ideal candidate for us.
 


With an interesting reportmade by Evgeny Potapov - CEO of IT Summa. Eugene spoke about the difficulties he faced in organizing round-the-clock support and what solutions were found, how quickly specialists should respond to alerts and why an office is needed (the answer is simple: to communicate); shared interesting stories about how corporate parties are held in the company - this year they went to Baikal, to the steppe, with the whole team. 
 


Elizaveta Kovalskaya and Daria Nifontova, team leaders from the Wrike company opened the curtain of secrets and told how technical support was generally organizedin their company. We touched on the hottest questions - how to find the right specialist, train him and motivate; how to develop the “old people” and what to do if the team is scattered across different offices. Skills Matrix caused a lot of questions - a table with the skills for each agent in the team, you can track training and plan further development on it. 
 


After the speakers spoke, questions rained down, therefore instead of the debate on a given topic, we decided to give an opportunity to all to ask a question and made a round table with the speakers. 



Having a large number of reviews, we decided not to stop there and to organize the next seminar is already in Mo KBE, in the office of Parallels. Stay tuned! The announcement will be available soon on our web page in FB .