pops
Newbie
Joined: 13 Oct 2006
Posts: 1
Career Advice: +0/-0
Location: Uk
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 Posted: Fri Oct 13, 2006 11:15 am Post subject: Managing/Prioriting workload |
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Hi Everyone
This is my first post here
I started a new job a few months ago as a support engineer providing software support for a small company. The people i work for want to make me a a support manager, to take over from someone else who needs to dedicate his time to programming. But before they do so i want to prove i can do it,
A bit about who i work for:
The company i work for provides bespoke point of sale software (the software on tills) to retailers. And i as a support worker along with my colleague provide support to these customers, When a call comes in it is looged, in a piece of software we have, in only the order it comes in. And we deal with it as and when we do. From meeting with customers there main problem is that they say if they have a quick call which we can sort, we get it sorted but if its complex we never get back to them or it take too much time. At the moment we are greatly understaffed, but i will have to manage as for a new started to become competent with our software it wil take some time.
I would like to change the way we handle all types of support queries and would like some suggestions on how to improve our service. and customer satisfaction.
Any advice would be greatly appreciated.
Thanks in advance |
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