Support teams are immensely important to business success. They keep the wheels of your company turning, especially if it’s tech-driven.
Many of these teams are going remote in multiple sectors. Still, entrepreneurs can understandably have concerns about these processes, and many would no doubt prefer to have these professionals close during emergencies.
If they have the right tools at their disposal, then the physical proximity of these teams won’t matter. They’ll be able to access machines remotely and perform their best work. Nevertheless, some intervention is needed from a management perspective.
Here are some ways to better manage your remote support team.
Provide Remote Training
Remote training can be the lifeblood of a remote support team. It’s what keeps their skills sharp and gives them certainty in their processes.
Downloading the right software is essential here. It can largely determine the preparedness of your support teams and ensure they don’t become complacent in their roles. Having the right tools at their disposal can mean that they’re ever ready.
For example, the Remote IT Support tools from TSplus can assist with training and onboarding, as it allows remote workers to share screens securely. The tech can also help staff members and remote customers perform daily tasks with your firm. Screensharing, remote control, and remote maintenance are all possible here too. It’s a fully dynamic tool at your disposal.
Remote training comes with many benefits. It can be more affordable than on-site measures and improve knowledge and employee retention simultaneously. Employees can be more productive for going through these processes and feel more optimistic about their long-term careers with your firm. Don’t just have the right systems in place; encourage their use with upbeat energy.
Document and Share All Processes
Training is useful, but it won’t necessarily resolve every predicament your workers have. If they need a quick reminder of a key process during a pressing task, then they should be able to do that without embarking on lengthy courses (though that might be helpful later).
Remote teams of every variety need structure. While some business bosses can be apprehensive about these demands, even remote working from another country is a more structured prospect today. Documenting and sharing the information of all key processes is integral to providing that clarity, as it’s all integral material that professionals can reference later at crucial junctures.
Detail everything from security measures to outlining the values your remote support teams are expected to uphold. Explain your infrastructure in-depth and the guidance for using it all well. After that, you can store it all on a securely encrypted cloud server, whereby any authorised member of your firm can browse the information as needed.
Part of managing a remote support team is trusting them to use their judgement and refine their abilities independently. Training is always needed, but the more questions they can answer independently, the better.
Creating a Social Culture
Remote work doesn’t always need to isolate employees. There are still ways you can bring people together.
There should always be time for some chit-chat amongst colleagues, as businesses can reap big rewards by allowing more time for it all. If your firm uses a messaging app (and it probably should), you could create channels for informal discussions. A work buddy system may also be fruitful, encouraging remote workers to pair up and exchange advice when necessary.
Moreover, there may be periods when you host a virtual meeting and wait for participants to show up. They may trickle through rather than all show up at once, so using that brief waiting period for some small talk may also lift moods. Monthly and annual gatherings could be appealing. Remote support teams can sometimes feel left out of business shenanigans, so change that if possible.
Creating a social culture around your remote support teams can help in many ways. People may feel more inclined to communicate with them if there are problems, and the support team may feel more motivated in their tasks when friends’ work conditions are at stake.
Provide Select Benefits
Company perks are often made available to on-site staff. However, these benefits should extend to your remote support teams as well.
There are even some perks that could bolster the performance levels of remote support teams. A good example of this is a free online subscription to tools and platforms that might be useful to them. Additionally, you could supply digital well-being packages or cover the costs of fresh new equipment for them. Childcare benefits may improve their remote working conditions too.
Making your remote support team feel well-liked is one thing, but helping them understand that their development is important to you is another. Instead of playing it safe with underwhelming perks like vouchers, having a series of measures in place that can actively stimulate the careers of a remote support team should be more beneficial. You can cover multiple bases and make work life easier for your staff, supporting them while they support the business remotely.
