Hi all,
I work for a growing company and we are now advertising for a dedicated support team. As this team it has been given to me as the development manager to employ the staff. However the client services manager is kicking up a fuss saying they should be under her control.
I was wondering two things, how is support handled in your organisation and second who is responsible for them. It would be great to hear your experiences on what works and what does not.
Thanks
In my organisation we have 2 teams, one under each manager. First line support, taking the original calls and dealing with non-coding issues, is under the service support manager. Second line support, dealing with coding issues and problems first line can't solve, is under the development manager's control.
The model described by @Codemwnci applies in two organisations I've worked in. First line will verify customer's support entitlement, ensure that all relevent information is captured and check for solutions is database of previous calls. Very many problems are solved here immediately. "Just download fix XYZ" kind of answers. Then Level 2 is presented with a well-defined problem to work on, with initial set of diagnostics already gathered. Level 1 does not change product code and therefore does not need to have same relationship with developement teams as level 2. Indeed there may be levels beyond level 2 that get deeper into development.