For years, businesses relied on in-house tech support for their IT needs—for software installation, hardware replacement, network setup, and even assistance in setting up communication channels with customers. You can stroll down the hall or go to the next floor to chat with anyone from the support team, and your issue can get resolved right away. But not anymore.
As your business transitions to a remote work setup, workers may find it challenging to grapple with computer-related issues independently. While the tech-savvy workers will have no trouble easing themselves into remote business arrangements, some may have difficulty downloading the needed software or find it frustrating when their laptop crashes over the weekend. Still, others use multiple devices and networks that can compromise your business. Remote businesses face various problems requiring enhanced support to keep remote workers and your business safe and secure.
The Need For Enhanced Technical Support
Managing your remote staff can be challenging since you need to monitor usage across personnel and equipment in dispersed areas. You’ll need enhanced technical support to ensure the following:
Providing tools and equipment to your remote staff requires more than log-in credentials. Unauthorized use can compromise company-issued equipment and lead to lost time and wasted resources.
Enhanced IT support such as those offered by Northern Star IT ensures that only designated persons can access company devices. Apart from issuing usernames and passwords, one-time passwords (OTPs) and biometrics restrict access to employees only. They may even include additional restrictions so remote workers can only use specific applications and access business information as needed for their task or position.
Apart from having necessary tools for your remote business, you also need to ensure technical support is available for everyone while they’re working across different locations or time zones. Enhanced support requires IT personnel on standby in case issues come up. Workers don’t need to wait for regular working hours to have bugs fixed on their equipment.
Tech support attends to and resolves tickets as soon as possible. They can use remote access to troubleshoot software or connectivity problems. In case of hardware malfunction, they can recommend a nearby shop for hardware repair or replacement. Having tech support staff available throughout the day and even on weekends can help remote workers remain productive wherever they may be.
Ensure Data Security
Data security is one of the topmost concerns for remote businesses. After all, your staff is no longer using the company’s network but is accessing it from various locations. Apart from using personal equipment for work, they may also use unsecured networks to send and receive sensitive information.
Your company’s technical support team should equip them with secure connections to maintain data integrity. VPNs, cloud storage, and even virtual desktop infrastructure can protect your employees and the data that they download or upload.
Besides keeping information secure, IT teams can also monitor their activity while at work. They can even detect suspicious activities once workers are offline. In addition, stringent device and data management measures help prevent security breaches and guard against potential cyberattacks.
Communication is crucial to the success of a remote business. Tech support can connect employees and their teams through various messaging tools that can compensate for the lack of person-to-person interaction.
They can set up work emails, collaboration tools, and other equipment needed for weekly meetings or presentations. Enhanced tech support may even provide updates and alternate channels to ensure everyone remains updated.
Address Customer Experience Gaps
Remote businesses often focus on strengthening internal capabilities too much that they neglect the importance of addressing customer experience gaps. Much like workers, not all customers know how to navigate websites and complete forms when they have questions or concerns.
A designated help desk consolidates inquiries and even complaints from various channels such as emails, social media accounts, etc. They then create solutions to help customers become more comfortable with the company’s platform and help transform these interactions into positive experiences.
Technical support teams are busier than ever. With remote work as the prevailing trend, they’ll need to go beyond their usual tasks of helping employees retrieve log-ins or download software. They’re expected to keep equipment secure through updated software and multi-level authentication such as OTPs and biometrics. They also need to ensure device and network integrity through VPNs and other protective measures.
Apart from keeping internal communications safe, enhanced technical support also has an outward-facing responsibility. Their creative solutions reduce gaps to foster positive customer experiences. Now more than ever, tech support needs to step up to help your remote business thrive and succeed.