Support

Support Disciplines

Migrating the product strategy to focus around data comes with challenges to support by requiring them to have a much broader understanding of the possible array of solutions that can be created by mixing product-lines.

As an organization, we struggle with keeping all members of the team up to date at all times on all of the capabilities of the product. Instead of relying on each member having some varying degree of broad knowledge of each of our products, specializing individuals in specific ones would be easier to maintain.

Everyone would be required to learn and understand how the Data Core product functions and integrates with our other offerings, with individual team members being focused on a single (to start) tertiary product line. Client questions could then be better triaged to their respective product representative on the support team.

The expectation would be that every support representative become an expert on at least one of our products. Learning more than one would be a bonus.

Training and Certification

A formalized training (and optional certification process) should be established to keep track and maintain product knowledge across the support team.

This internal training would be updated frequently in concert with the Support leadership and Development/Product teams as new features and changes happen to the individual products.

Keeping track of training levels and consistently re-testing would help ensure that product knowledge within the company remains standardized and up-to-date.

Internally tracking training status of individual users on specific products would make it easier for Sales and Onboarding teams to include other members in meetings for assisting with clients.