Technical support engineers play a crucial role in keeping users happy and productive; however, the type of user supported can vary. Some engineers assist the company's external customers, while others focus on the internal needs of the company's employees. There's also the possibility of handling inquiries from both groups. What's different about supporting internal and external customers? What's the same?
The IT department focuses on internal customers
The IT department is the backbone of any organization's technology infrastructure, and its customers are all the employees in the company. The IT department's responsibilities generally include everything related to maintaining the technology employees use to do their jobs. Examples of the IT department's responsibilities are many, including maintaining the company's infrastructure, ensuring data security, supporting users, and planning for the future.
Note: While it is annoying to keep a hardware key or your phone around for multi-factor authentication, the IT department has the security of the company's hardware, software, and more importantly, the company's data in mind. IT departments try to defend against cyberattacks. The department probably follows security frameworks and maintains compliance. Different frameworks are used for different industries. For instance, medical companies likely need to comply with HIPAA and financial institutions need to comply with the PCI framework.
Technical support focuses on external customers, but occasionally helps internal customers.
Here's an example. Suzy is a technical support engineer for the company's product. Suzy has a few customers with issues she needs to resolve. In addition to those customers, a few sales people have asked her to pull data from the support database, and Suzy's manager wants a report. In this case, the customers with issues are external customers and the sales people and the manager are internal customers.
Other examples of internal customers include a marketing team member who cannot access a specific database and an engineer encountering a bug in an internal development tool.
Other examples of external customers include clients, subscribers, or users of your company's products or services.
Similarities and differences in supporting internal and external customers
What is supported?
Internal
- Internal customers need support for the software and hardware used within the organization.
- Internal customers might need help accessing data.
- Internal customers need help resolving technical issues that hinder internal workflows and productivity.
External
- External customers need help with products and service subscriptions to company-developed products.
What is needed to do the job?
- Internal: A deep understanding of company infrastructure and internal processes.
- External: A deep understanding of the company's products and services.
Communication style needed
Internal
- Can be informal.
- Collaborating internally might be used to learn and share and resolve issues faster.
- Maintaining a courteous demeanor is essential.
- May require explaining technical concepts in a clear and concise manner.
External
- Following established support protocols and procedures is crucial.
- Maintaining a professional demeanor is essential.
- Maintaining a courteous demeanor is essential.
- May require explaining technical concepts in a clear and concise manner.
Security
For both internal and external customers, adherence to security policies must be ensured.
Documentation
- Maintain clear documentation and knowledge base resources relevant to both internal and external users.
- A searchable database of support tickets should be kept for future, similar issues.
