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That sounds more like a customer support manager than a help desk agent. One of these has actual power within the company to push stuff onto the roadmap and get
by ceeplusplus 4y ago
That sounds more like a customer support manager than a help desk agent. One of these has actual power within the company to push stuff onto the roadmap and get fixes deployed and the other just follows a rote script.
- cudgy 4y agoThe ones in the middle are the most valuable. The managers are not always technical or helpful — they are managers of people primarily. The useful support people can follow a script, get pertinent logs and information, and find the appropriate development resources to funnel the issue to if needed.
- ceeplusplus 4y agoA CSM is not an actual manager of anyone, that's just what their title is. What you are describing is the role of a CSM, not the role of a help desk agent. The bar for getting hired as a CSM is much, much higher than that of a help desk agent, and their pay and impact are commensurately higher.