The Fundamentals of Building a Technical Support Team

The Fundamentals of Building a Technical Support Team

Our experience implementing solutions has revealed a clear certainty: Support strategies and the work of support teams are increasingly critical factors for IT management and the success of digital transformation initiatives, particularly in complex and multi-cloud scenarios.

Maintaining and supporting an organization’s technology creates a positive experience for users. It also ensures that the investment in technology solutions produces a positive ROI, allowing people and the organization to exploit the full potential of applications over time. The support team needs a strong foundation to provide optimal support services.

To deliver a smooth administration, maintenance and evolution of digital transformation solutions, the expert support team needs to be aligned to:

1) Meet the unique needs of an organization

Understanding the characteristics of your organization and users is critical to providing support services that align with your expectations. Observing the history, mapping the service journey to users, and identifying critical points and opportunities are fundamental to improving the experience of everyone: users, partners, customers and business areas.

2) Differentiate the level of service for each call

Identifying and directing each call to the proper technical support professional is the first and one of the most effective steps to service success. The support team is organized into three levels:

  • Level 1: Analysts are focused on user support, business rules and the usability of platforms—they support the adoption of the tool
  • Level 2: Analysts focused on application and the org’s maintenance, integrations, data loading and reporting
  • Level 3: Developers who work on incident corrections and root cause treatment as well as participate in the construction of improvements involving code

3) Best practices for quality service

Support professionals must stay up to date with best practices for service delivery. Organizations should keep their knowledge bases current and use them to add proficiency and speed while servicing the end user. It is recommended that the support team deepens its studies on Salesforce, ITIL, ITMS, COBIT and DevOps.

4) Constant and multidisciplinary updates

Support services are dynamic. It is necessary to strictly follow the fundamentals and business rules of the client and its evolutions. Organizations should also keep up with the Salesforce platform updates and follow the releases of their third-party applications and the production environment.

And all this lies in a challenging context: Everything is urgent for the customer and user. This sense of urgency should be shared by the support team.

For guidance on developing your support team, visit OSF Digital’s Support & Maintenance Services page.

Sue Ellen Correa

Author: Sue Ellen Correa

Sue Ellen Correa is Project Director at OSF Digital. Specializing in ITIL and ITSM, she focuses on structuring support operations on Salesforce to bring value to every service provided. Her passion is to train people and guide careers, and she also participates in IT professional training projects for Salesforce.