The document outlines a six-step process for establishing and maintaining an effective support service, emphasizing the importance of training, knowledge base creation, and regular assessment of team performance against clear goals and KPIs. It highlights the need for continuous education and adaptation to product changes while tracking team motivation and development. The final note mentions various support services and expertise across multiple domains and technologies.

1. STEP 1
6 STEPS
STEP 3
STEP 4
SET UP EXPECTATIONS
FOR YOUR SUPPORT SERVICE
to set up
Support
ARRANGE CONTINUOUS TRAINING
MAKE SURE YOUR SUPPORT
KEEPS PACE WITH YOUR PRODUCT
STEP 2
ESTABLISH KNOWLEDGE BASE
FOR YOUR PRODUCT
Create a training plan
for the team and provide them
with all the necessary manuals
Assign a mentor to supervise
newbies during the training
Arrange use case modeling
and let the team fix cases
under mentor’s supervision
STEP 5
ASSESS EMPLOYEES
IN THE SUPPORT TEAM
Make sure everyone has
access to the product
knowledge base
Keep information up to date
and ensure regular revision
Set the scope and goals of your
support service: education, sales,
customer or technical support
Define and set up KPIs
for your team
Describe clear requirements
and responsibilities to the team
Update support team about
changes and known bugs,
and available workarounds
Inform them about scheduled
maintenances and new releases
Constantly educate
the team
STEP 6REVIEW INITIAL GOALS
Every now and then, come back
to Step 1 to ensure the team
meets the goals and KPIs
Analyze the results, make
conclusions, and improve the initial
goals based on the team progress
Encourage team's involvement
and track motivation
Keep an eye on team’s
progress and pay attention
to existing gaps
Improve training plans,
add additional ones
to cover the needful
Track your team’s
development
We can set up
effective support for you
We have experience in various domains
Technologies and Tools we use
support
department
various options of
support packages
1 4
5
6
2
3
Established
in 2016
Atlassian products
installation and customization
Process automation and
optimization using
Atlassian tools, ex. Jira
Support for servers
and databases
Team of professionals
in customer and
technical support
Flexible support
level options:
answers to chats, e-mails,
calls in 24/7 format
creation of knowledge
bases and FAQ
“turnkey support”
Automotive
ServiceNow
Nagios
MySQL
Jenkins
Telecom
Atlassian products
Git
Linux servers
Zabbix
Gaming
Bitbucket
Azure
HTML/CSS
Ansible
Aviation
Banking
Gambling
Salesforce
PostgreSQL
Sieble
Argus
Logistics
Social networks
Advertising and publishing
Zendesk
DevOps
Apache
Tomcat
Intercom
E-commerce
Blockchain