Quality required by professional software technical support and service engineers

To become an excellent software product technical support and service engineer, you must possess the following qualities and capabilities:

 1) Willing to discover and solve problems

Discovering problems in the product in advance helps you face customer inquiries or complaints in the future. If it can be solved within the controllable scope of cost and plan, it can effectively avoid adverse effects on the customer group, maintain the product's good reputation, and even the company's good image. This is not only the responsibility of the product development and testing departments, but also our software product technical support and service engineers who directly serve customers. We must always be vigilant.

2) Willing to help others solve problems

Do not avoid problems found by customers during product use. Maintain a good attitude. Some questions may be troublesome and may take a long time, even though they have not been answered at the end. No matter what the question is, we need to thank our customers for their prompt feedback on the problems in our products. At the same time, we are happy to see our products or solutions to solve their problems. This is a very happy thing.

3) Patient, meticulous, and calm

In general, the customer feedback is not common or the description is very general. At this time, we need to be patient enough to study and analyze the problem description information, without letting go of any useful information for finding the root cause of the problem. Naturally, some problems have had a serious impact on customers. At this time, we need to calmly and calmly follow the normal process. This is a very challenging and responsible position. It is essential for us to accept the pressure from customers.

4Good at comparison, induction, analysis, and reasoning

In many cases, some product problems only occur in a specific environment. If the customer can give us enough time, we can fully readCodeTo find the root cause of the problem. In fact, this is impossible, because it is related to the credibility of our products. The longer the problem is solved, the worse the customer's image for us. How to quickly locate the root cause of the problem? Therefore, we need to apply such techniques as comparison, induction, analysis, and reasoning. For more information about how to apply this function, see the following sections.

5) Divergent thinking.

When you try all the methods and the root cause or solution of the problem is still not found, let go of your thoughts and think boldly. Find inspiration from your experiences. Maybe, an articleArticleA tip: you have a sudden whimsy and have the courage to try, and you have found the dawn. Very problematic and requires a very good way of thinking.

6) Be good at communicating with different people

Communication is important! What do you do if the customer does not clearly describe the problem or does not know how to describe it? What do you do if you explain the problem to the customer but the customer does not understand your intention? When you encounter a technical difficulty, it takes a long time for you. What will happen to you? If you are not sure whether the product design is correct, what will you do? And so on. These are all tests of our communication skills with external customers and internal engineers. People with different product knowledge need to express the same problem in the appropriate language.

7) Have a sense of responsibility, a strong sense of product honor, and be responsible to the customer.

When customers complain about the quality of our products, do you think this is the responsibility of the development or testing department, because they are not doing well, so they should take responsibility? Maybe you will complain like a customer about why this product is so bad and then lose confidence in the products you are responsible? Or do you simply leave the customer's questions to the Development Department without doing anything? Negative behaviors will certainly produce negative effects. Without a strong sense of product honor, it is difficult to find out the value of the product and face up to existing problems. Naturally, it will not improve the product quality and bring real value to the customer. If you are not responsible for the customer, it is naturally difficult for the customer to get the approval of the customer. In the end, it is a denial of the results created by engineers day and night.

8) Fair, honest, and objective handling of various product issues

There are many types of problems reported by customers, some of which are our problems, such as ourProgramThe Code does not take into account some special circumstances of the customer, or upgrades make some of the user's functions unavailable, or the product itself is inconvenient to use, or the customer cannot integrate our products with other software products, or the customer wants to customize some features, or our user manual says it can be implemented, but in fact it cannot be implemented or implemented very complicated. There are also some problems of the customer. For example, the customer does not follow the user manual to use the software, or our software products cannot handle special situations. No matter what the problem is, we need to maintain a fair, honest, objective, and actively assist the customer in solving the problem of using the product. Naturally, if we are beyond our capabilities or responsibilities, we must learn to refuse.

9Good at absorbing new knowledge

To provide software technical support and services for large-scale software products, you must not only answer your questions, but also report your questions to the development department. You also need to help the customer solve various problems, you can even debug the code, modify the problem, or add some minor functions. The most important thing is to have a sufficient understanding of the product to provide accurate and professional technical services to the customer. Therefore, we need to understand the customer's business knowledge accurately, understand the product design ideals and implementation methods, and quickly solve the strange problems that arise in different customer environments. It can be said that some basic skills are required for business analysts, system analysts, software development and testing engineers, and software installation and deployment engineers. Only by learning new knowledge can we better communicate with different people and quickly and effectively solve customer problems.

In a word: quickly and effectively solving problems for customers and creating value for customers are also a recognition of our own value.

 

Share three sentences:

1) Helping people succeed in order to help them succeed

2) the way you view the problem determines how you handle the problem. Sometimes you need to analyze the problem in a simple way and solve the problem in a complicated way.

3) self-recognition of your work is a kind of self-confidence, and others' recognition of your work is a kind of value!

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