Tired of silencing: the truth about working in a technical support service for an IT company

Search, adaptation and the work of technical support staff was the topic for a meeting of managers and technical support specialists of Russian IT companies. The event was held in St. Petersburg on the basis of the office of the company Wrike. The participants of the first support-seminar were representatives of more than 20 companies, including: Parallels, Wrike, IT Summa, Git in Sky, Virtuozzo, Yota.

In the article you will find links to presentations of speakers. You can watch the video recording of the reports at the link , and the recording of the entire mitap is available here .

As it turned out, there are many supporters, but few meetings for them. We dedicated the first mitap to the topic of search and recruitment - this problem is more urgent than ever. Finding the right specialist, introducing him to the team and the product, motivating him to grow and work efficiently - these are just a few of the questions that we were able to discuss.
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Opening our event, I briefly told about why we urgently needed employees in the team, what we pay attention to when hiring and who is the ideal candidate for us.



An interesting report was made by Evgeny Potapov - CEO of IT Summa. Yevgeny told about the difficulties he faced in organizing round-the-clock support and what solutions were found, how quickly the specialists must respond to alerts and why they need an office (the answer is simple: to communicate); He shared interesting stories about how corporate parties go in the company - this year they traveled all over the Baikal to the steppe.



Elizaveta Kovalskaya and Daria Nifontova, the Timlides from Wrike, lifted the veil of secrecy and talked about how their technical support was generally organized in their company. They touched upon the hottest questions - how to find the right specialist, train him and motivate him; how to develop “oldies" and what to do if the team is scattered across different offices. Skills Matrix caused a lot of questions - a table with skills and abilities for each agent in the team, you can follow the training and plan further development.



After the presentations, speakers rained questions, so instead of a discussion on a given topic, we decided to give everyone the opportunity to ask a question and arranged a round table with the speakers.



Having received a large number of reviews, we decided not to stop at what has been accomplished and to organize the next seminar already in Moscow, in the office of Parallels. Stay tuned! The announcement will soon appear on our page in FB .