Reasons Why You Should Work in Customer Support
If you enjoy solving problems, assisting people, and having a direct impact on your company’s bottom line, a customer Support job is a great fit for you. I’ve got you covered if you’re looking for a customer Support job but aren’t sure if it’s the appropriate fit for you.
I worked on the customer support team when I initially started at Votiko, so I have firsthand expertise in the sector. In this article, you’ll learn about the skills and knowledge you may receive from working in customer Support, as well as how the experience will benefit you throughout your career.
Why do you want to work in customer Support?
Customer Support may be a very rewarding career. You assist others in achieving their objectives and have a direct impact on client satisfaction. Furthermore, the professional abilities you get in this subject can be used to any vocation.
Is it a decent career to work in customer Support?
Customer Support is an excellent profession. Because customer Support representatives can enter the sector with any level of experience and background, it is erroneously labelled as a “backup career.” But, after product and sales, customer Support is at the heart of a company’s success, making it one of the most important positions you may perform. It allows you to have a positive impact on your company’s bottom line while building meaningful relationships with your coworkers and consumers.
Customer Support, in fact, may be the most vital role in a firm. According to Microsoft, 90 percent of customers decide whether or not to do business with a firm based on its customer Support excellence. It’s possible that you’re in the same boat. How many times have you decided to discontinue doing business with a firm due to poor customer Support? As a customer Support representative, you’d have a direct impact on how much money your company makes from repeat customers.
Your own Support experiences may have given you preconceived beliefs about customer Support. These encounters may lead you to believe that a customer-facing position is not for you.
However, I’m here to tell you that working in customer Support may be an excellent starting step toward a successful career in practically any company sector you’re interested in.
Are you curious as to what those advantages might be? For a list of reasons why you should work in customer Support, continue reading.
Some of the Best Reasons to Work in Customer Support
Your emotional intelligence will improve.
It’s a certainty that working in a customer-facing position will help you build people skills. Working on the phone with consumers all day can be challenging, but the skills and methods you’ll learn far exceed those difficulties.
You’ll be assisting customers with a variety of issues that could have a significant impact on their personal or professional lives. To create relationships with customers and gain the knowledge you need to aid them, you’ll need to be able to empathise and use social skills.
When dealing with difficult consumers or hostile language, you’ll need to use your self-control to calmly and efficiently de-escalate the situation so you can better assist the customer. You’ll use your senses of motivation and self-awareness to keep yourself on track and upbeat so you can buckle down and get everything done during those rough days when you don’t feel like making another phone call (we all have them).
According to studies, these people abilities are more closely linked to success in the workplace.
When it comes to management, nothing beats cognitive intelligence in the workplace. Starting a career in customer Support puts you on the correct route to developing and honing these abilities. (They’re also useful for effective communication and collaboration in interpersonal relationships.)
You’ll learn everything there is to know about your product or Support.
To be a great customer Support representative, you must be familiar with every facet of your product or Support so that you can promptly answer inquiries and address issues for your clients. But this isn’t just good for the folks who will get the information they need right now – it’s also good for you.
Learning about your product or Support can help you become a subject matter expert, which can lead to a variety of opportunities as your career progresses.
You can specialise in training and onboarding new members of your customer support team and take on a leadership position by practise educating your customers how to use your product or Support. If you enjoy writing, you might be able to supplement one-time customer support contacts by authoring knowledge base articles or blog pieces for your company. Alternatively, you might use your creative side to create step-by-step product walkthrough films to assist your clients while also increasing your internet profile.
Whatever path you choose, having a deep understanding of your product or Support can help you become an authority – on your team, within your business, and in your industry.
You’ll develop skills that are transportable.
Building subject matter expertise will not only help you advance within your customer Support team, but it will also teach you essential skills that you may utilise to land a new job if you want to go even further.
Ability to Sell
Working with customers will educate you how to use your company’s product or Support to help customers reach their objectives. If you decide to go into sales, you may put your knowledge and expertise to good use. Social proof is a powerful selling tool, and if you can show prospects over the phone how your product or Support has benefited previous customers, they’ll be more interested in doing business with you.
Marketing Expertise
Your marketing team will benefit greatly from product expertise as well. In-depth product knowledge and excellent communication skills could help you gain a place on your marketing team, whether you wish to write for the blog, perform product and market research, or handle social media support channels.
Skills in Product Development
You might be able to make it yourself if you know the product inside and out. If you have some product development skills — whether it’s software engineering, outreach, or vendor management — you might be able to leverage your vast knowledge to help your company migrate away from phones. After that, you can labour behind the scenes to develop the product you’re supporting.
Customers can be educated without being sold to.
Being able to teach a customer something about the product without trying to sell them on the solution was one of my favourite aspects of working in customer Support.
Votiko, for example, provides a product platform with a variety of subscriptions and tiers. In some support situations, the best option was to use a product that the customer did not possess. We had two options: examine the benefits of purchasing the additional product or devise a creative workaround.
The first choice allowed me to practise my sales talents without the pressure of trying to close a purchase. I could only take the case so far before handing it over to a sales rep who would finish the pitch.
Option two encouraged me to think beyond the box. I was the product specialist between the customer and me, which means the customer was looking to me for a solution. I always felt like a genius whenever I found a workaround to an issue I couldn’t handle directly, whether it was by repurposing a product or conceiving of an out-of-the-box solution.
You can start working on a side project.
At Votiko, we make it a point for our customer Support representatives to spend time away from the phones — on purpose.
This time away from the line fulfils several goals. It allows customer Support representatives to eat, take breaks, attend meetings, walk their pets, and other activities. Giving customer Support reps time away from the phone queue, on the other hand, allows them to focus on side projects and other initiatives, which may be quite beneficial to our company — and to the reps themselves.
One Votiko customer Support representative who specialised in social media, for example, decided to create a specific social media channel for quick customer help on Twitter. They used the information they gleaned from clients over the phone to do research and launch an initiative they believed would have a big impact – and they were correct.
While you’re on the phone, you’ll learn a lot about your company’s consumers. So make sure you’re keeping track of those insights and applying them to a side project or endeavour that might be extremely beneficial to both your company and yourself.
Plus, anyone with a pulse on the customer’s voice has a lot to give their team and other teams, so it’s another benefit you may bring up during a promotion or transfer discussion with your boss.
You’ll learn how to solve difficulties successfully.
Customer Support is all about reacting to your customers’ needs and fixing their difficulties. Every client problem will demand creative thinking, people skills, and knowledge to handle, whether it’s a quick remedy or a multi-step procedure.
The capacity to solve problems quickly, effectively, and compassionately is essential for every career, whether or not it involves customer Support. The capacity to prioritise, project manage, and resolve conflicts is built on the ability to problem-solve, and these skills are essential if you want to get promotions, lead a team, and use your influence and expertise to achieve your goals.
You’ll be able to communicate in a variety of ways.
Many customer care departments expect representatives to work across many support channels. This means that one day you’ll be on the phone with customers and the next you’ll be emailing them. You’ll eventually master the art of digital interaction if you continue to bounce between the numerous communication media your firm offers.
You’ll be exposed to the following support channels:
- Phone
- Live Chat
- Forum for the Social Media Community
Understanding how to speak effectively on these platforms will assist you in forming relationships with people you have not met in person. This is an extremely useful talent to have, particularly while looking for a new career.
You’ll work with a wide group of people.
Customer Support departments aren’t necessarily comprised of techies. Many are full of interesting people with distinct personalities and viewpoints.
That was, in fact, one of my favourite aspects of working on the Votiko support staff. When you worked on a case with someone, you always discovered something new about them.
This is also beneficial to your professional development. Being exposed to a variety of viewpoints can assist you in identifying answers to problems you may not be aware of. It can also cause you to reconsider your position on an issue after considering it from a different perspective. Situations like these, in which our perspectives are challenged, help us grow not only as professionals but as as humans.
You’ll figure out how to work from home.
Remote work is a developing trend in customer Support. In fact, this year, 40% of US businesses offered more remote work than they did five years ago. More customer care teams are taking advantage of this opportunity as customer Support technology allows reps to work from home.
Remote work, on the other hand, isn’t merely a great perk. It’s a skill you’ll need to master no matter what job path you choose. As the cost of office space rises and more jobs become remote, you may soon find that your function is totally remote as well. While this may not affect what you do for a living, it will undoubtedly alter how you do it.
Getting experience working remotely in a customer Support capacity is beneficial to any career. It tests your ability to master your daily workflow without the immediate support of your coworkers. You learn how to troubleshoot difficulties on your own and teach yourself solutions when no one else is around to assist you.
You can create a network within your company.
You may not always have the solution to a customer’s query if you work in customer Support. It’s possible that you’ll have to share client feedback with key stakeholders. Alternatively, you may have information to give that will influence how your company’s leadership views your target consumer persona.
To do any of the above, you’ll need to tap into the knowledge of those around you – your coworkers. Not only will you be able to get your job done quickly and effectively if you can form a network of coworkers with different skill sets and knowledge than you, but you’ll also be able to create a network of new opportunities for growth and professional development.
Whether you want to work in customer Support for a long time or just want to get your foot in the door at a cutting-edge organisation, a position in customer Support can teach you vital skills that you’ll need again and again throughout your career.
You can come from any walk of life and have any level of expertise.
I was astonished to be hired for a Votiko customer care post after graduating from a “artsy” school where the only math class taught you how to compute Seinfeld audience statistics. I didn’t have a technical background, and I had no prior experience giving phone assistance.
But as my initial weeks of training progressed, I was relieved to discover that I wasn’t alone. Surprisingly, it appeared that my coworkers had more degrees in English and writing than in computer science. We weren’t a group of extroverted techies, but rather a broad mix of professionals with a wide range of talents and opinions. (By the way, we’re now hiring for the Votiko customer Support team.)
I’ll tell you about my own experience so you can understand how easy it is to get a customer Support job no matter what you studied in college. Other companies make it even easier to gain a customer Support job by removing the necessity for a four-year degree, making this a very accessible and fulfilling career.
If you’re not sure if you’re qualified for a customer Support position, a customer Support certification course might help you stand out from the crowd.
You’ll have a direct impact on your company’s financial line.
When it comes to a business’s financial performance, it’s all too easy to exaggerate the importance of sales and marketing. But, in my opinion, customer Support is the true differentiator between a firm that succeeds and one that fails.
The difference between a one-time consumer and a loyal customer who returns to the brand is the Support experience. One of the best things about working in customer Support is knowing that you’ll have such a large impact in the actual world. You don’t spend your days analysing figures or staring at spreadsheets. Even something as easy as a single nice phone call with a consumer can lead to a later upsell deal.
That isn’t to suggest it won’t be difficult. It’s especially tough to have a cheerful attitude while working in customer Support when consumers are rude and even unreasonable. A lousy customer, on the other hand, is one you don’t want to keep. A good client, on the other hand, can become a brand ambassador after receiving outstanding customer Support, resulting in more referral business than a marketing effort.
Now that you know why you should work in customer Support, let’s look at the many customer Support occupations open to you.
A Customer Support Job Is the Beginning of a Lucrative Career
The majority of individuals consider customer Support to be an entry-level position. While there are numerous front-line customer Support jobs available, there are also many chances for those with more expertise. Customer Support teams provide a variety of distinct positions and benefits that can help you improve in your professional and personal life, whether you’re fresh out of college or looking for a new direction in your career.
