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The 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 peopl
by cudgy 4y ago
The 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.