Relative+Advantage

** Potential Learning Problems of a Software Support Technician **

 * ** Learning Problems ** || ** Technologies ** || ** Relative Advantage ** || ** Expected Outcomes ** ||
 * Technicians demonstrate lack of understanding of product functionality and hierarchy relationships that exist within the product they were hired to support. || * Flow-charting software. (Ex. [|Gliffy], Microsoft Word, Microsoft Visio, [|Open Office])
 * Tutorial and multimedia software. (Ex. [|Camtasia], [|Jing]) || By visually representing the relationships various windows have to each other, technicians are able to gain a deeper understanding of the product. With the use of videos and tutorials, techs gain a better understanding of how the product functions. || Increased motivation and sense of worth due to greater of product knowledge.

Better understanding of overall product functionality.

Able to field wider range of technical questions posed to them by the customers. || (Ex. [|Nimblefingers], [|Powertyping]) (Ex. Microsoft Word, [|Open Office], QuickTime, Windows Media Player, Audacity)
 * Technicians demonstrate difficulty carrying on a conversation with the customer and logging legible support notes into the customer support database. This translates into higher support call resolution times and longer calls wait times. || * Drill & Practice
 * Tying tutorials
 * Audio recordings and word processor.
 * Word to text software (Ex. [|Google Voice], [|Jott]) || With the use of typing drills and call recordings, technicians are exposed to real-life scenarios that they will encounter during the course of their job. Illustrates and provides practice in skills and tools needed in the performance of their job. || Reduced customer call wait time.

Increased productivity of technician. More even distribution of support calls among support technicians.

Increased morale among technical support because of more equally distributed workload. ||
 * Technicians forget to check correspondences that are exchanged with customers for spelling and grammatical errors. || * Microsoft Word for spell checking and grammar check
 * Online [|Thesaurus] / [|Dictionary]
 * [|Open Office] || With the use of word processors, the number of grammatical errors contained in correspondence with customers is greatly diminished. This also helps technicians identify common grammatical mistakes made and assists with corrections. || More positive professional image being portrayed to customer by technical support staff.

Customer has a higher confidence in the technical support staff. || > (Ex. [|SmartDraw], [|Inspiration]) || Provides a visual framework for thoughts; helps identify and organize relationships among ideas. Graphically represents thoughts that technicians will be documenting. || Customer support notes will be more organized and structured. Notes will have an overall better flow from paragraph to paragraph and they will be easier to understand. || > || Technicians review topics to gain better understanding of poor training retention areas. This also promotes structured, self-paced learning environments. || Technicians gain more confidence in their skills and, as a result, gain more positive attitudes. Reduction in the amount of technical questions being posed to senior level technicians. || Presentations will have a more polished, expert look. || Increase in quality of technical documents being produced by technicians. ||
 * Technicians are unable to create organized, easily understandable case notes, which result in inscrutable text. || * Thinking tools (Ex. [|The Brain])
 * Concept mapping software
 * Technicians use incorrect terminology when talking with a customer. || * Wikis
 * Online solutions database
 * Intranet database || Enables technicians to locate the correct terminology to use when talking with the customer. || Technicians provide customers with more accurate and concise descriptions of product features and solutions to problems. ||
 * Technicians miss weekly training sessions due to absences. || * Podcasts
 * Email
 * Blogs
 * Wikis
 * Message boards || Tech managers can post, send or record discussions and meeting notes for techs to access at their convenience. || Technicians can participate in asynchronous training that is more conducive to their schedules. ||
 * New technicians are unable to recall how to use certain software utilities after training. || * Instructional DVDs
 * Online Tutorials
 * [|Jing]
 * Google Docs
 * Microsoft PowerPoint
 * [|Open Office Impress]
 * Wikis
 * Technicians have difficulty presenting new technology topic to peers. || * Microsoft PowerPoint
 * [|Open Office Present]
 * LCD projector
 * Multimedia software
 * [|Prezi]
 * [|Slide Rocket] || Technicians are able to use multi-media and presentation software to properly showcase new technologies to peers. || Technicians will be able to create professional presentations that use digital content to showcase new technologies.
 * Technicians dislike preparing technical documents. || * Google Docs
 * Microsoft Word
 * Email
 * [|Jing] || Technicians are able to use electronic mediums and digital images to create technical documents that effectively transfer knowledge. || Increased motivation and interest in exploring new ways to write and communicate.
 * Technicians need immediate access to information in order to provide feedback to a customer that they are currently assisting, but no senior level technicians are available to answer their questions. || * Online solutions database
 * Intranet solutions database
 * Email
 * Instant Messenger || Technicians are able to query a database for a possible resolution to the customer’s issue.

Technicians gain a better understanding into the functionality of the software they are supporting. || Increased understanding of the product the technician is supporting.

More self-esteem. Tech feels better when they can answer a question on their own.

Reduced call times. Customers do not have to wait for another technician to become available before their question is answered. ||