Build your Technical Support Department from the scratch
Services
We are doing consulting for Customer and Technical Support Departments for Enterprises and Startups
Build request processing workflow
- Select and Setup of Ticketing System
- SLA/SLO
- Implementation of statistics and KPIs
- Escalation processes
- Knowledge Base Recording
Interviews and onboarding of Technical Support Engineers
- Interview plan
- Soft and hard skills' analysis
- Onboarding plan
- Team Structure building
Implementation of Skill Matrix and Employee's Development plan
- Declare skills and levels
- Skills assessment and inter-level transition
Technical Support University
- Build internship and prepare junior specialists
- Set up education plans dedicated for your apps support
- Mentoring and feedbackss
Portfolio
Versaic 2018-2019
Results:
Establishment of basic technical support workflows
Transfer department to the team in US
It's the first project managed by our team. The strongest point here is cross-team interaction that led to outstanding results. Project stack - C#, MySQL, JavaScript.
The starting point was that Account teams (CSM and BA) were handling incoming requests from the customers. We in cooperation with Product managers did the market analysis of ticketing systems. Our team set the ticketing systems views for Technical Support and CSM, automations, and statistics. We with the business analytics team built workflow diagrams for issues processing. QA team workload was decreased after the Support team picked up the configuration tasks. Our team was involved in onboarding process - mentoring and shadowing. After 8 months, all best practice and duties were transferred to US time zone Support department.
PowerMeMobile 2019-2020
Results:
Organize complex technical investigation workflows
Automation of daily tasks
Project stack - C#, .Net, Python, PostgreSQL, MongoDB.
The main goal was to organize a multitasking support team that can cover several application components. We set smooth workflow for escalation from L1 level, prompt defining of affected component and amount of affected users. Define routine and automate routine tasks by Bash and Python scripts. We organized guides and tools to perform QA activities, product development, branding updates and installations compilation by the Support team.
eWave 2020-2021
Results:
Several monitoring systems for World-wide teams
Set up processes to deal with the high load
Project stack - PHP, JavaScript, MySQL.
It was an interesting project where Support team has several world-wide shifts and high work load. We set a clear handover process, request's queue tool and set up transparent monitoring tools. We implemented a clear report system from developers to support engineer which saves time for both teams.
DataRobot 2021-2022
Results:
Arrange the workload after Department layoffs
Establish a clear onboarding process and internship for junior engineers.
Implemented the best practices for Knowledge base organization and tickets handling.
Project stack - Python, Flask, MySQL, MongoDB.
In cooperations with developers team, we implemented automation workflows for User Administration tasks. The amount of user administration tasks was ~60%. Also, we described a clear Severity/Priority matrix, so support engineers have a clear idea how to manage the workload. Besides, we started the internship program - described a clear day-to-day program, organized review session with mentors and evaluation process.
Global University System 2021 - 2022
Results:
Implemented the Support team levels division:
1st level - Live communication according to SLA;
2d level - Processing of escalations from 1st level: SQL reports, User Administration via Active Directory.
Enhance the workflow of cross-team interaction (Dev Team, DevOps, Project managers) by regular Knowledge Sharing sessions.
The project has been existing for the last 12 years, and it contains big amounts of personal data - thousands of students,
lecturers and IT persons.
The main tasks were: to organize support workflows to facilitate users interaction with the platform by more detailed comments to product requests and speed-up the process of generation SQL reports.
Zentist 2021-2022
Results:
Pick up duties of VP of Engineering and organize processes on the Technical Support department
Build tickets processing workflows and statistics from scratch
Set up clear interview and onboarding processes
Project stack - Python, JavaScript, MySQL.
Zentist is a start-up and a lot of processes were built from the scratch. Moreover, we came on the stage when they were transferring to a new product. We defined the borders of responsibility for Technical Support engineers - get the list of required tools and accesses, described basic troubleshooting workflows for each part of the product. We set the process Support Engineer lead triage meetings with the developers team on the daily basis, arrange the priorities and workload for developers on duty. Strong interaction with the operation team was a main requirement. Due to this, we set task progress tracking workflows for each team - set up boards, organize meetings and lead conversations to resolution. Moreover, it was a fast-growing team and clear interview and onboarding processes were a must-have. Based on the DataRobot's experience, we applied the best practices to all stages for new comers.
Humans Group 2021-2022
Results:
1. Ensuring the interaction of the Development team
2. Helpdesk workflows
Humans Group - the ultimate platform for humans interaction. A combine banking and mobile solution for the 21st century.
In this company, our team was engaged in supporting internal employees:
From the initial creation of an employee account to the complete revoking from the company (Account creation, credential management, access issuance, etc.)
The second important part was to ensure the technically comfortable work of the developers and the fintech team.
Our team also provided network connections of each workplace of an internal (and External partners as well) employee to the company's products (Atlassian, Grafana, Kibana, Testrail, Sentry).