The Association for Technical Support Professionals

An efficient support center is good for business. We help you better connect with customers by providing career development that leads to success. That's why HDI is the association where technical support professionals belong.

Member Discussions

From : Communities>>Ask Your Network
​​Has your support model (troubleshooting) changed as Applications move to the Cloud? Not Saas, as your business applications move to the Cloud (Azure or AWS). What are your experiences, how does the role of a Technician and Leaders change? Send examples, thanks everyone! ------------------------------ Lori Haakinson Team Lead IT Service Desk Wellmark Des Moines, IA 515.376.4813 ------------------------------

From : Communities>>Ask Your Network
​​What are the latest tools out in the technical industry that your technicians are using for troubleshooting? ------------------------------ Lori Haakinson Team Lead IT Service Desk Wellmark Des Moines, IA 515.376.4813 ------------------------------

From : Communities>>Ask Your Network
Hello Christina, I would focus on time = money.  How much time will the new changes save and how much is that time worth?  If someone is unable to work while they wait for support, what is the average wait time and what does that cost? How does that compare to the costs associated with making this change?  I am sure there is much more to touch on, but this is a bit outside of my wheelhouse.  Hope this helps! ------------------------------ Rick Lange Technical Support Specialist Advanced Software [More]

Latest Content
The Advancement Myth: Rethink Leadership Strategies to Empower Growth

Oftentimes with entry level positions, leaders try to get new hires passionate by giving examples of professional growth opportunities. What kind of work would you expect from someone if they accepted that their work was inherently less valuable, and advancement was a myth? We, as leaders, can still do better.

Customer Service at Sea

Whether you're 2,000 miles off the coast, or operating a support center in the desert of Las Vegas, the ingredients for good customer support are universal: hire employees with emphathy, empower your team to make decisions, and create a cohesive team through relationship building. Nate Brown experienced these qualities firsthand on a family vacation on a cruise ship!

Lessons in Leadership: Reflections from Jeff Toister

Customer service expert Jeff Toister was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Jeff to be involved in the community, what his day job is really like, and what changes he anticipates for customer service strategies.