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    Hiring a tech for support, based in US

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    • olivierO
      olivier
      last edited by

      No phone support, only live chat and tickets. And yes, directly with the customer.

      DustinB3403D 1 Reply Last reply Reply Quote 0
      • DustinB3403D
        DustinB3403 @olivier
        last edited by

        @olivier said in Hiring a tech for support, based in US:

        No phone support, only live chat and tickets. And yes, directly with the customer.

        So they don't need to be comfortable talking to strangers (good for a junior tech for sure).

        olivierO 1 Reply Last reply Reply Quote 0
        • olivierO
          olivier @DustinB3403
          last edited by

          @dustinb3403 said in Hiring a tech for support, based in US:

          @olivier said in Hiring a tech for support, based in US:

          No phone support, only live chat and tickets. And yes, directly with the customer.

          So they don't need to be comfortable talking to strangers (good for a junior tech for sure).

          Yeah, no "voice" contact with customers. Everything behind a screen and keyboard, that's all. But it's not easy either to deal with people who can't RTFM 😛

          DustinB3403D 1 Reply Last reply Reply Quote 2
          • DustinB3403D
            DustinB3403 @olivier
            last edited by

            @olivier said in Hiring a tech for support, based in US:

            @dustinb3403 said in Hiring a tech for support, based in US:

            @olivier said in Hiring a tech for support, based in US:

            No phone support, only live chat and tickets. And yes, directly with the customer.

            So they don't need to be comfortable talking to strangers (good for a junior tech for sure).

            Yeah, no "voice" contact with customers. Everything behind a screen and keyboard, that's all. But it's not easy either to deal with people who can't RTFM 😛

            That is why you're looking to hire 😛

            1 Reply Last reply Reply Quote 2
            • olivierO
              olivier
              last edited by

              Well, we estimated that I could handle up to 250 customers myself, which was relatively correct. I can push this to 300, but it's a bit hard to do anything else. Because we are beyond this number today, it affects also the rest of the dev team, which is partly good (to get quickly why something they did is wrong) but it's now too much to handle.

              DustinB3403D 1 Reply Last reply Reply Quote 1
              • DustinB3403D
                DustinB3403 @olivier
                last edited by

                @olivier said in Hiring a tech for support, based in US:

                Well, we estimated that I could handle up to 250 customers myself, which was relatively correct. I can push this to 300, but it's a bit hard to do anything else. Because we are beyond this number today, it affects also the rest of the dev team, which is partly good (to get quickly why something they did is wrong) but it's now too much to handle.

                So the expected customer volume per day is 250 tickets/chats?

                This part I don't understand

                which is partly good (to get quickly why something they did is wrong) but it's now too much to handle.

                olivierO 1 Reply Last reply Reply Quote 0
                • olivierO
                  olivier @DustinB3403
                  last edited by

                  @dustinb3403 no volume is NOT that high. I counted the total number of customers, not the ticket number.

                  Regarding the last part, I wanted to tell that having devs doing a bit of support is not a bad thing. But until a certain level.

                  scottalanmillerS 1 Reply Last reply Reply Quote 0
                  • scottalanmillerS
                    scottalanmiller @olivier
                    last edited by

                    @olivier said in Hiring a tech for support, based in US:

                    @dustinb3403 no volume is NOT that high. I counted the total number of customers, not the ticket number.

                    Regarding the last part, I wanted to tell that having devs doing a bit of support is not a bad thing. But until a certain level.

                    Yeah, more effective things for them to be doing.

                    1 Reply Last reply Reply Quote 1
                    • DustinB3403D
                      DustinB3403
                      last edited by DustinB3403

                      Oh so you have 250 active customers, and occasionally DEVs are stepping in to resolve issues, but you don't want them too. (obviously) they should be developing XOA.

                      olivierO 1 Reply Last reply Reply Quote 0
                      • olivierO
                        olivier @DustinB3403
                        last edited by

                        @dustinb3403 No I said I can handle something around 250 customers/subscriptions in terms of support. Beyond this, it's a fulltime job. So because I couldn't do only this, I delegated a bit of this to our devs. Which was a good idea until 300/350 customers. But we are now even beyond that, and it starts to be bad for productivity!

                        DustinB3403D 1 Reply Last reply Reply Quote 0
                        • DustinB3403D
                          DustinB3403 @olivier
                          last edited by

                          @olivier said in Hiring a tech for support, based in US:

                          @dustinb3403 No I said I can handle something around 250 customers/subscriptions in terms of support. Beyond this, it's a fulltime job. So because I couldn't do only this, I delegated a bit of this to our devs. Which was a good idea until 300/350 customers. But we are now even beyond that, and it starts to be bad for productivity!

                          Ok sorry I guess I misunderstood.

                          This person would be entirely supporting all of your customers as T1 support.

                          olivierO 1 Reply Last reply Reply Quote 0
                          • olivierO
                            olivier @DustinB3403
                            last edited by

                            @dustinb3403 Yes, and obviously we can train him/her slowly but surely

                            1 Reply Last reply Reply Quote 0
                            • DustinB3403D
                              DustinB3403
                              last edited by

                              You said you were open to part time to start as well, correct?

                              What hard requirements for the position would you have (I may know some young kids who could be interested).

                              1 Reply Last reply Reply Quote 0
                              • DashrenderD
                                Dashrender @DustinB3403
                                last edited by

                                @dustinb3403 said in Hiring a tech for support, based in US:

                                Here is a great place to start looking.

                                Post the job details, what the expected duties are and pay etc.

                                You're applying right?

                                DustinB3403D 1 Reply Last reply Reply Quote 0
                                • DashrenderD
                                  Dashrender @scottalanmiller
                                  last edited by

                                  @scottalanmiller said in Hiring a tech for support, based in US:

                                  @nerdydad said in Hiring a tech for support, based in US:

                                  @dustinb3403 said in Hiring a tech for support, based in US:

                                  @olivier how do you want people to contact you about the position? Email, phone, SMS?

                                  Carrier pigeon with CV attached.

                                  Hogwarts' Owl

                                  you against all the other wizarding schools out there? or private owls?

                                  1 Reply Last reply Reply Quote 0
                                  • DashrenderD
                                    Dashrender
                                    last edited by Dashrender

                                    Are you looking for this to be full time? Or perhaps a few people doing it part time?
                                    What's the typical SLA on returning support requests?

                                    Great way for someone green to get some legs quick - color me interested, but full time at Dustin's listed wages I couldn't be.

                                    NerdyDadN DustinB3403D scottalanmillerS 3 Replies Last reply Reply Quote 0
                                    • NerdyDadN
                                      NerdyDad @Dashrender
                                      last edited by

                                      @dashrender said in Hiring a tech for support, based in US:

                                      color me interested, but full time at Dustin's listed wages I couldn't be.

                                      Same.

                                      1 Reply Last reply Reply Quote 0
                                      • DustinB3403D
                                        DustinB3403 @Dashrender
                                        last edited by

                                        @dashrender said in Hiring a tech for support, based in US:

                                        @dustinb3403 said in Hiring a tech for support, based in US:

                                        Here is a great place to start looking.

                                        Post the job details, what the expected duties are and pay etc.

                                        You're applying right?

                                        That's a weird question to ask.

                                        1 Reply Last reply Reply Quote 0
                                        • DustinB3403D
                                          DustinB3403 @Dashrender
                                          last edited by

                                          @dashrender said in Hiring a tech for support, based in US:

                                          Are you looking for this to be full time? Or perhaps a few people doing it part time?
                                          What's the typical SLA on returning support requests?

                                          Great way for someone green to get some legs quick - color me interested, but full time at Dustin's listed wages I couldn't be.

                                          Don't take my numbers as in anyways what @olivier will pay for the position. I just see the position as a low tier job that would offer a low tier pay rate.

                                          1 Reply Last reply Reply Quote 0
                                          • scottalanmillerS
                                            scottalanmiller @Dashrender
                                            last edited by

                                            @dashrender said in Hiring a tech for support, based in US:

                                            Are you looking for this to be full time? Or perhaps a few people doing it part time?

                                            He's considering even a single part time person, I believe. I think that's buried in the posts somewhere.

                                            1 Reply Last reply Reply Quote 1
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