Jolt’s Post

Drowning in support tickets? 😪 Does the only life-line seem like a support hire? Before making an expensive hiring decision, ask yourself….“How can I help customers before they reach out?” Here are 6 things to ask about your current support strategy.🕹️ 1. Do I have a public up to date help center? 2. Do I have a shared support inbox, for company-wide visibility to customer requests?📪 3. Is our help center up to date? Or do I even have one? 4. Have I reviewed support channels? (Having too many or not the right ones makes it hard to juggle customer requests.)📺 5. Do I use tools that bring all of our support communications into one place? 6. Do customers self-serve in our product? (If so, consider in-app guidance to onboard users and proactively answer support questions before they hit your inbox.)🤖📨 #customersupport #helpcenter

As a former Tech Support and Customer Service Rep, my daily goal was simple: not to be shouted at. That was my personal KPI and it motivated me to read every announcement, email, and update. This helped me to think out of the box and develop my problem-solving skills while maintaining a drive to help. Being a frontline service to anything can be terrifying, but it's what you make out of it that counts. I realized that I am no different from the customers I had spoken to. I have a habit of schooling the other person on the line and losing my temper. So, as a person on the other line, I think of myself and how I would react in that situation. If I imagine myself shouting at the other person, then I know I should do things differently. Even if my AHT will be longer, I'll get other calls that will balance that. I'll try to reach out through different channels and if it can't be done, I'll be able to explain what had been checked and what we tried. They may still be angry, but an understanding kind of angry. Whether I'm the support or the customer, I ruminate after the experience. As a customer, that's more of guilt and I feel bad, but I also don't. As a support, I think of what I could have done differently. It's one of those things that usually happen, so we don't talk about it. That’s my story. What’s yours? #customerservice #techsupport #problemsolving #communication #perspective

If you were part of a recent #layoff, were #laidoff and are a #jobseeker #opentowork never fear! There are lots of #hotjobs available!! Check out this new #jobposting with Abre! I can help you navigate your search with my 19 years of experience in the industry and as a #resumewriter. I can prepare a strong ATS friendly resume to get you results and get you back to work QUICKLY! There is a lot more competition with the recent #layoffs, so it’s even more important you stand out from the competition, and you have a proven job search strategy. How I can help you: • Customized resume preparation- taking the time to thoroughly understand your expertise, not just providing a basic questionnaire or mass-produced “cookie-cutter” resume template. • LinkedIn profile preparation/optimization. • Job search coaching to walk you step-by-step through the process so you aren’t aimlessly applying to jobs and not getting responses. • Freelance Recruiter with a vast network of hiring manager/recruiter contacts to connect you to. 74 of my clients accepted offers for new jobs in 2023 already, 124 in 2021 and 112 in 2022! One obtained a $70K increase in her previous salary, one DOUBLED his salary, one a $50K increase, one a $55K increase and another a $35K increase! Please take advantage of my FREE RESUME REVIEW offer on my website. https://lnkd.in/g-4bcFV “Remember you only get one chance to make a first impression, make it a Professional Impression!!”   #careercoach #ono  

Jumping straight into technical support might not be the ticket to the high-tech job of your dreams. Let me break it down for you. First of all, technical support is a real profession, just like any other. It requires specific skills that you might not have yet. So even though a good friend might suggest starting in an entry-level technical support role to gain experience and get noticed by the company, there are a couple of problems with this idea. Here's the kicker: you might end up falling in love with technical support. It happened to me. I thought starting as a tech supporter was a smart move, and guess what? I quickly climbed the ladder to senior management positions. But that's not all. What I discovered is the beauty of working with clients, specifically in the technical support domain. Today I know that technical support plays a major role in shaping the service concept of a company. And not just that—they can significantly boost the company's profitability too. So, here's the deal: while technical support might not be the obvious choice at first, it can open doors you never expected. It did for me. Don't underestimate the impact and potential of this profession. Dive in, embrace the challenges, and who knows? You might just find yourself building a rewarding career in technical support. 🌟💪

An excellent job for the right person.

Over the last few weeks as I finalize my climb out of technical hell, I have had some wonderful conversations with Technical Support representatives. Having spent nearly 20 years in the Customer service field, I kind of expect good service as I tried to deliver it daily. In some cases I have horrible service and I try to report that to the agent's management. And in some cases, when I have exceptional service, I try to do that same. These three agents, I will call them Ashley, Rebecca and Michael, were from three different companies. One from Amazon, one AT&T and the other from Apple. What made their support so exceptional? Well, without their knowing my background (I have had experiences when I shared early my tech support career, which has affected the service I received, both good and bad), they guided the conversation by setting expectations of 'what will, or should, happen next'. Good bad or otherwise, these technical support folks told me what the next step of the support process is, and what I can expect to happen. In each case, I felt led through the maze of the technical jungle. I did not get confused, and frustrated, and when I had a question, they stopped and answered it. There was no attitude, no talking down to the old guy who is out of touch with the latest technology, or anything like that. Just a caring conversation of someone who authentically wanted to help me, and kept me from guessing by providing clear expectations and answering the occasional question (I ask a LOT of them). So kudos to these representatives, these Brand Champions. Also, working with each, I learned something new each time, helping me to continue to Learn and Grow Daily! In each case, I let them know about me and my experience and that if I was still working in a Help Desk, I would try to hire them. Sadly, it was not something they hear a lot of from customers. And when possible, I even told their management of the gem they had on their team. Give kudos to great customer service! Let them know we appreciate them and their hard work! #Greatcustomerservice #Expectationsmanagement

📞 CALLING ALL PROBLEM-SOLVING WIZARDS 🧙♂️ 💥 NEW ROLE JUST LANDED 🛬 🫵🏽 Do you have a knack for customer service and love helping others? 🥰 🙋♀️ I have a just for you to join a well-established team and create 'help-desk' magic together ✨ #helpdeskjobs #liverpooljobs #hiring #customerservicejobs #majorrecruitment #careeropportunities #newrole

Ummm, guess who is hiring?!?! IT'S ME!!! We have so many roles opening up at Zapier that I'm hopping in to take the lead on a role for the first time in 2 years!! 🥳 What am I hiring for? A Technical Support Specialist in the APAC region! You can learn more about the job in comments, but a few callouts: 📍This role is for the Asia-Pacific (APAC) region. 💻 You MUST have technical support experience given that Zapier is a super technical product. ⏰ We care a lot about the application questions - even if you have an amazing resume, leaving those questions blank will result in rejection. This is part of how we try to focus more on skills vs titles in our hiring process and ultimately helps us drive a more equitable hiring process. What to expect in the process: 1️⃣ Call with a recruiter where we’ll discuss your experience and qualifications for the role further. 2️⃣ An interview with a manager or director on the team that will be heavy on behavioral interview questions to learn more about how you’ve solved problems, supported customers, etc. in the past. 3️⃣ An interview with a few team leads where you’ll demonstrate your support skills live on the call. 4️⃣ An interview with our Head of Global Support to answer any final questions on either side. And of course before each interview, we’ll send you more specifics to help you prepare for the next stage. P.S. If you’re located outside of the APAC region, keep an eye out though because my team will be posting similar roles in EMEA, and the Americas this week! P.P.S. Emails and DMs are not considered applications. Only those who apply through our jobs page will be considered!