More than tools, you need to think about data security for teams and the company !
Nobody was waiting, the pandemic of the new coronavirus has turned the world upside down and forced companies of all sizes and segments to implement work models that are often completely different from those with which they were used to performing. There was a small number of corporations that had agility and vision to, at the beginning of the quarantine period, rethink their productive routines, initiating the emerging “home office”.
In the midst of all this, it is clear that small and medium-sized companies also had to undergo a reorganization of tasks and formats. The technology sector, despite, in many cases, already going against the traditional model, did not come out unscathed from this series of changes, which reached from small companies to multinationals.
But how is it possible to implement so much novelty in a short period of time, without jeopardizing the company’s productivity and guaranteeing the safety of employees? In addition, how to maintain the security and good results of the team that does the support of the IT team? Basically, you need to plan. And think, strategically, about what is important at the moment.
Security
Much more than tools and devices for the efficiency of the team’s daily tasks, such as computers and Internet access, it is necessary to invest in security solutions. Even if it is small, the support team is responsible for promoting the resolution of customer problems and, for that, needs access to data that must remain safe so that they do not end up falling into the “wrong hands” being accessed by cybercriminals.
In recent months, attacks on security systems and databases have increased significantly. In an article I read recently, security expert Juan Manuel Harán talks about the reasons that make health institutions increasingly attractive targets for cybercrime. Therefore, it is important that anyone who acts directly with data security is protected, end to end.
Qualification
Although the majority of IT professionals argue that the qualification of employees is essential, we know that there are still many professionals who perform their duties without a deep knowledge of the subject. Therefore, updating and constant training of support teams is essential. It is necessary that the professional has specific knowledge to be able to assist the client in the search for the best solution of each problem.
In order to be successful in this regard, it is important to always be aware of new qualification opportunities, courses and events that add knowledge and that can be applied, later, in the team’s daily life.
Communication
It seems redundant, but good service requires good communication. This is because the customer, most of the time when he seeks technical support from the company, is not usually very happy. Taking into account the current context that we are living in, the chances of this irritability being even greater are very high.
Therefore, the effort to understand the customer’s problem and serve it efficiently needs to be present in the daily routine of the service professional. Thus, the likelihood of finding the solution that best fits the customer’s needs – and still making him “leave” the service happier than he arrived – increases on a large scale.
In the end, the secret to good service is always the same: the team’s dedication to the company and the understanding of the problem. Thus, even in companies that are still consolidating in the market, it is possible to succeed in the midst of somewhat troubled situations.
Did this article help you? Comment here and tell us new topics that you would like us to address.