Personnel In Technology Paper

Introduction:

The shifting economy and ever-evolving industry have expanded job roles, making it essential for the IT pro to wear many different hats. Aside from simply providing technical assistance, support person may find themselves taking on the job of salesperson, manager, or a trainer. Most have been trained first and foremost to make sure that their �fact ducks’ are all in a row. In other words, one’s entire training may have been spent on technical development, and other elements of professional development may have been neglected. For example, there may be situations in which you are the only person in the company with whom the customer makes contact, and it’s vital to the business that this interaction be a positive experience. Further, you may be required to provide support to non-technical coworkers. Clear communication with non-technical people can help facilitate good working relationships and close the gap between dissimilar departments like human and customer service within the organization. The primary benefit of working in a diverse team is that the depth of perception and possibility of contribution is dramatically increased as opposed to working in a homogenous team. By pursuing diversity in forming a work team you increase the rate of creating quality multileveled ideas that are creative in nature.

There are some positive benefits to teams but only if the teams are built with the correct qualifications: such as a person who will step up to the leadership position and help motivate the rest of the team members. In order to build a good team there needs to be other elements besides leadership in order to carry out their plans: such as tools and technology, diversity, and the proper personalities to keep the team intact. Everyone’s personality is different, and that in turn leads to the roles they play within the team. The diversity of the different personalities and the diversity of the departments they work in can lead to good and bad connotations. As a team everyone should have shared leadership. The tools are needed to help the team create, develop, and execute the plans they come up with. In order to create plans of action, the team needs a harmonious work environment and it should be in a place that no one has connections to, and that everyone feels comfortable in. They should be well stocked with all the office supplies all of them will need.

An international company might create a team of individuals who live and work all over the world, so in order to get them all together they would have to video conference. Kathleen Knoll (2006) Another helpful function of the computer is the internet. The internet supplies us with endless amounts of data, and is a useful tool to help with research on any subject. Another tool that is quite important and ties into computer and the internet is software. One of the new plans the team might come up with to execute to the whole company is a new software program. Personalities have a dramatic impact on team dynamics. This is true in working teams or even sports teams. In both situations there will be leaders, and there will be followers.

The leaders will always step up in any situation because that is their nature, and it is difficult to keep someone with this characteristic down. There are so many different personalities that are involved within a team that finding a role that fits their personality usually is the best way to go.

A leader is someone who will take charge of a team and give everyone around them a feeling of certainty. There will be an aura around this type of individual that will motivate people to work harder and have more confidence to accomplish the goal that they set when the team was formed. These people are winners, and they take their team to the next level. Organizational Behavior defines is a field of study that investigates the impact the individuals, groups, and structure have on behavior within the organizations for the purpose of applying such knowledge toward improving an organization’s effectiveness. OB is concerned with the study of what people do in an organization and how their behavior affects the performance of the organization. Organization is a coordinated social unit, composed of people that function on a continuous basis to achieve common set of goals. Effective employee’s communication is a critical skill in meeting organization goals. Communication has two components: technical and soft skill. Soft skill should complement employee’s technical skill. No- Author (2007)

I am currently working as a technical support specialist for Bell South division, and support customer’s technical problems for Internet, e-mail, communication, operating system and computer hardware. On average in my 8-hour shift daily, I take 45 calls from customers who have different of skills and exposure to computers. My level of support depends on the type of plan the customer is enrolled in.

Bell South is a nationwide low -cost ISP provider that has over 700,000 customers including some big corporate clients and has the highest dial-up access numbers in USA. In my organization quality of service and customer retention is key to organization growth. We are taught from the very beginning to be “the Best in Class”. After our hiring, I was given two weeks of intense training/certified in understanding customer’s problems, developing the necessary soft communication skills for resolving the issue, recording the call and effective resolution a in proper format and time and giving the “Case Identification Number” for future reference and call back. It takes an average sixteen months to retain a customer before my organization generates any profit from the account. The technical support service is opened twenty hours a day and seven days of the week.

Technical support is very challenging, requires excellent technical skill for resolving customer’s problems successfully and at times can be very stressful. My job requires not only excellent technical knowledge but also good communication skills and teamwork. Because of the stress and skills level required employee’s turnover is high in my organization. Robbins, Stephen P. (2002)

The key components of technical service in a call-handling center are:

1. Receiving the call and identifying yourself with a positive attitude as a technical representative person.

2. Identify the customer account and listen actively to customer’s problem.

3.

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