Customer Service Agents ( Help Desk)

Characteristics of a good CSA:

1. They should rely on personal experience and hunt for useful content.
2. They are expected to have diagnostic skills and be able make judgements.
3. They should be able to handle each customer interaction with courtesy and efficiency.

nb: A problem resolution is about the knowledge that drives a conversation between customer and agent.

Hire a new IT member

Standards for hiring a new IT member in your team

Always perform the following checks:

1. References : References should be work-related not friends, tutor or prof..

2. Background Check : Character of the person and mindset is an important factor

3. Previous places he has worked and job positions

5.Certification standard: Validity of Degree and Awarding body

These steps are hard but they ensure security in your company