Before the interview, it always was a mystery for me – how the hosting-providers that shoulder tons of responsibilities manage the heavy workload. When your words 'please, hold on, we are working to fix it' cause a serious panic and directly affect someone's business, there is nothing left but to take the work of the technical support very seriously. The quality of the support influences the level of customers' loyalty and trust, along with the volume of sales in a long-term perspective.
The technical support manager and Product Manager at Selectel
shared experience of building a good support operating in crazy 24/7 coverage. They explained what to do when nothing works and customers threaten you; how KPI is measured in the data-center world; how support is important to a business in general, and how it turned out that Tyrannosaurus became Selectel's lucky charm.