ML
    • Recent
    • Categories
    • Tags
    • Popular
    • Users
    • Groups
    • Register
    • Login

    Hiring a tech for support, based in US

    IT Careers
    xenorchestra wfh
    10
    51
    4.1k
    Loading More Posts
    • Oldest to Newest
    • Newest to Oldest
    • Most Votes
    Reply
    • Reply as topic
    Log in to reply
    This topic has been deleted. Only users with topic management privileges can see it.
    • scottalanmillerS
      scottalanmiller @olivier
      last edited by

      @olivier said in Hiring a tech for support, based in US:

      @dustinb3403 no volume is NOT that high. I counted the total number of customers, not the ticket number.

      Regarding the last part, I wanted to tell that having devs doing a bit of support is not a bad thing. But until a certain level.

      Yeah, more effective things for them to be doing.

      1 Reply Last reply Reply Quote 1
      • DustinB3403D
        DustinB3403
        last edited by DustinB3403

        Oh so you have 250 active customers, and occasionally DEVs are stepping in to resolve issues, but you don't want them too. (obviously) they should be developing XOA.

        olivierO 1 Reply Last reply Reply Quote 0
        • olivierO
          olivier @DustinB3403
          last edited by

          @dustinb3403 No I said I can handle something around 250 customers/subscriptions in terms of support. Beyond this, it's a fulltime job. So because I couldn't do only this, I delegated a bit of this to our devs. Which was a good idea until 300/350 customers. But we are now even beyond that, and it starts to be bad for productivity!

          DustinB3403D 1 Reply Last reply Reply Quote 0
          • DustinB3403D
            DustinB3403 @olivier
            last edited by

            @olivier said in Hiring a tech for support, based in US:

            @dustinb3403 No I said I can handle something around 250 customers/subscriptions in terms of support. Beyond this, it's a fulltime job. So because I couldn't do only this, I delegated a bit of this to our devs. Which was a good idea until 300/350 customers. But we are now even beyond that, and it starts to be bad for productivity!

            Ok sorry I guess I misunderstood.

            This person would be entirely supporting all of your customers as T1 support.

            olivierO 1 Reply Last reply Reply Quote 0
            • olivierO
              olivier @DustinB3403
              last edited by

              @dustinb3403 Yes, and obviously we can train him/her slowly but surely

              1 Reply Last reply Reply Quote 0
              • DustinB3403D
                DustinB3403
                last edited by

                You said you were open to part time to start as well, correct?

                What hard requirements for the position would you have (I may know some young kids who could be interested).

                1 Reply Last reply Reply Quote 0
                • DashrenderD
                  Dashrender @DustinB3403
                  last edited by

                  @dustinb3403 said in Hiring a tech for support, based in US:

                  Here is a great place to start looking.

                  Post the job details, what the expected duties are and pay etc.

                  You're applying right?

                  DustinB3403D 1 Reply Last reply Reply Quote 0
                  • DashrenderD
                    Dashrender @scottalanmiller
                    last edited by

                    @scottalanmiller said in Hiring a tech for support, based in US:

                    @nerdydad said in Hiring a tech for support, based in US:

                    @dustinb3403 said in Hiring a tech for support, based in US:

                    @olivier how do you want people to contact you about the position? Email, phone, SMS?

                    Carrier pigeon with CV attached.

                    Hogwarts' Owl

                    you against all the other wizarding schools out there? or private owls?

                    1 Reply Last reply Reply Quote 0
                    • DashrenderD
                      Dashrender
                      last edited by Dashrender

                      Are you looking for this to be full time? Or perhaps a few people doing it part time?
                      What's the typical SLA on returning support requests?

                      Great way for someone green to get some legs quick - color me interested, but full time at Dustin's listed wages I couldn't be.

                      NerdyDadN DustinB3403D scottalanmillerS 3 Replies Last reply Reply Quote 0
                      • NerdyDadN
                        NerdyDad @Dashrender
                        last edited by

                        @dashrender said in Hiring a tech for support, based in US:

                        color me interested, but full time at Dustin's listed wages I couldn't be.

                        Same.

                        1 Reply Last reply Reply Quote 0
                        • DustinB3403D
                          DustinB3403 @Dashrender
                          last edited by

                          @dashrender said in Hiring a tech for support, based in US:

                          @dustinb3403 said in Hiring a tech for support, based in US:

                          Here is a great place to start looking.

                          Post the job details, what the expected duties are and pay etc.

                          You're applying right?

                          That's a weird question to ask.

                          1 Reply Last reply Reply Quote 0
                          • DustinB3403D
                            DustinB3403 @Dashrender
                            last edited by

                            @dashrender said in Hiring a tech for support, based in US:

                            Are you looking for this to be full time? Or perhaps a few people doing it part time?
                            What's the typical SLA on returning support requests?

                            Great way for someone green to get some legs quick - color me interested, but full time at Dustin's listed wages I couldn't be.

                            Don't take my numbers as in anyways what @olivier will pay for the position. I just see the position as a low tier job that would offer a low tier pay rate.

                            1 Reply Last reply Reply Quote 0
                            • scottalanmillerS
                              scottalanmiller @Dashrender
                              last edited by

                              @dashrender said in Hiring a tech for support, based in US:

                              Are you looking for this to be full time? Or perhaps a few people doing it part time?

                              He's considering even a single part time person, I believe. I think that's buried in the posts somewhere.

                              1 Reply Last reply Reply Quote 1
                              • M
                                manxam
                                last edited by

                                Do you have a specific time zone that the majority of your clients are in or are they spread across the US? Seeing as how there is as much as a 5 hour difference from one coast to another, you'd want one person in at least 2 of those zones I would think.

                                Also, have you considered us Canadians? Our dollar is weaker than the US so you could, effectively, save 25% on labour costs.

                                scottalanmillerS 1 Reply Last reply Reply Quote 0
                                • scottalanmillerS
                                  scottalanmiller @manxam
                                  last edited by

                                  @manxam said in Hiring a tech for support, based in US:

                                  Also, have you considered us Canadians? Our dollar is weaker than the US so you could, effectively, save 25% on labour costs.

                                  I had spoken to him about the even better prices south of the US border 🙂

                                  1 Reply Last reply Reply Quote 0
                                  • olivierO
                                    olivier
                                    last edited by

                                    At least half of our revenue are in USD, so we would like to avoid any conversion: paying directly in USD. Our customers are roughly spread evenly coast to coast, but in general the whole America (North+South) support time starts (in my UTC+1 time) from 3PM to 11PM (so you can check with your own UTC time).

                                    Full time would be better to part time, if possible. If there is no active support tasks, we could have side work (doc improvement, typo/bad phrasing corrected etc.)

                                    DustinB3403D 1 Reply Last reply Reply Quote 0
                                    • DustinB3403D
                                      DustinB3403 @olivier
                                      last edited by

                                      @olivier Hell I'd be willing to help you update documentation. I don't know if I have the time to do support cases though full time.

                                      1 Reply Last reply Reply Quote 0
                                      • olivierO
                                        olivier
                                        last edited by

                                        If I forgot anything, let me know: https://gist.github.com/olivierlambert/0f671110c1920e1a540dfc4850e83c3d

                                        DanpD 1 Reply Last reply Reply Quote 1
                                        • DanpD
                                          Danp @olivier
                                          last edited by

                                          @olivier What about pay range, work days (M-F, weekends, etc) and hours (8-5, 7-4, etc) would be nice to include.

                                          olivierO 1 Reply Last reply Reply Quote 0
                                          • wirestyle22W
                                            wirestyle22
                                            last edited by

                                            I'm going to apply. We'll see what happens. At the very least it'll be a good experience interview-wise.

                                            1 Reply Last reply Reply Quote 1
                                            • 1
                                            • 2
                                            • 3
                                            • 2 / 3
                                            • First post
                                              Last post