What this blog is all about….

2012 is about to end. Soon it will be 20 years that I’m supporting data networks, both operators and subscribers.

As those 20 years are 51% of my life it is about time that I’ll have deep self-examination, trying to understand what in my subconscious caused me (last year) to define myself as “Old school customer support specialist”.

So here I am, having some sort self-scrutiny, trying to find some insights about my professional career.

Customer Support profession, also known as Customer Care is a position in an organization where one’s job is to support and take care for the customer’s wellbeing.

Support: assisting to solve a problem

Care: monitoring and satisfaction verification.

When browsing the web, often I look into “Career” page see obvious line that separates, or better to say distinguish between the type of the companies that looking for “…Support” or “…Care”. Equipment vendors in most cases are looking for supporters while service providers are looking someone that will take good care of their subscribers.

So why I’ve decided to title myself “Customer Support Specialist”? Well, it is sourced in the understanding that support and care are one, as well as the face that I’m working at the moment for equipment manufacturer. Why specialist? As I now understand that it is not enough to support a customer, to fox their problem, one also need to take good care of the customer, making sure that the customer is satisfy with the support that they have received.

So you want to become a supporter. Where do you start and what are the skillset that you need have in order to succeed in your job?

How much technically savvy you need to be, or perhaps learning some psychology classes are required. The truth is that there isn’t any one truth about it. One path to follow to become the best supporter ever. The internet is full with info, Google the words good customer care , you will see there the new Ten Commandments, eight steps or five keys etc’.

“…the rest of my advice has no basis more reliable, than my own meandering
experience…I will dispense this advice now.” (Class of ’99)

So what this blog is all about….Sharing my knowledge and insights assisting/supporting/guiding others building their careers in this domain.