Working regulations for Support/Customer Service in SPS IT company include:
Working regulations for Support/Customer Service in an IT company can include:
Customer engagement: Support/Customer Service is responsible for engaging with customers via phone, email, chat, and other channels, to understand their needs and provide assistance.
Issue resolution: Support/Customer Service is responsible for resolving customer issues, including technical issues with the company’s products and services, as well as billing, account, and other non-technical issues.
Escalation and follow-up: Support/Customer Service is responsible for escalating complex issues to the appropriate internal teams, such as Development/Engineering or IT Operations, and following up with customers to ensure their issues are resolved.
Knowledge management: Support/Customer Service is responsible for maintaining and updating the company’s knowledge base, including product documentation, frequently asked questions, and issue resolution procedures, to ensure that customers have access to accurate and up-to-date information.
Customer feedback: Support/Customer Service is responsible for collecting and analyzing customer feedback, including feedback on the company’s products and services, as well as feedback on support and customer service processes, to inform product and process improvements.
Metrics and analytics: Support/Customer Service is responsible for tracking and analyzing key metrics, including customer satisfaction, response time, and resolution time, to measure the quality of support and customer service and to inform future strategies.
Resource and budget management: Support/Customer Service is responsible for managing the resources and budget for support and customer service, including personnel, technology, and training.
These are some of the typical working regulations for Support/Customer Service in an IT company, but specific regulations can vary based on the company’s goals, needs, and policies.