{"id":79679,"date":"2021-05-04T03:01:00","date_gmt":"2021-05-04T01:01:00","guid":{"rendered":"https:\/\/blog.bluebeam.com\/se\/?p=79679"},"modified":"2025-07-29T18:29:24","modified_gmt":"2025-07-29T16:29:24","slug":"tech-support-takes-customers-to-new-heights","status":"publish","type":"post","link":"https:\/\/blog.bluebeam.com\/se\/tech-support-takes-customers-to-new-heights\/","title":{"rendered":"Bluebeam fr\u00e5n insidan: den tekniska supportens speciella metoder f\u00f6r probleml\u00f6sning"},"content":{"rendered":"\n\t<!-- SE Blog -->\n\t<figure class=\"wp-block-embed-youtube wp-block-embed is-type-video is-provider-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio \">\n\t    <div class=\"wp-block-embed__wrapper\">\n\t    \t<iframe width=\"560\" height=\"315\" src=\"https:\/\/www.youtube.com\/embed\/862r72kv-_E?cc_load_policy=1&#038;cc_lang_pref=sv\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen=\"\"><\/iframe>\n\t   \t<\/div>\n\t    \t<\/figure>\n\t\n\n\n\n<p class=\"has-drop-cap\">F\u00f6rest\u00e4ll dig att varje telefonsamtal du tar emot \u00e4r ett fullst\u00e4ndigt mysterium.<\/p>\n\n\n\n<p>Eller att varje meddelande i inkorgen skulle kunna leda till att hela din arbetsdag tar en ny v\u00e4ndning.&nbsp;<\/p>\n\n\n\n<p>Det \u00e4r visserligen sant f\u00f6r de flesta m\u00e4nniskor att ett telefonsamtal eller e-postmeddelande kan f\u00f6r\u00e4ndra hela dagen \u2013 till det b\u00e4ttre eller s\u00e4mre \u2013 men <em>vartenda<\/em>?<\/p>\n\n\n\n<p>Och s\u00e5 var det en sak till. I varje telefonsamtal eller meddelande \u00e4r det n\u00e5gon som har ett problem \u2013 vanligtvis br\u00e5dskande \u2013 som m\u00e5ste l\u00f6sas. <\/p>\n\n\n\n<p>Och de vill att du ska l\u00f6sa det.<\/p>\n\n\n\n<p>Det h\u00e4r \u00e4r inte en beskrivning av ett t\u00e4vlingsprogram eller n\u00e5gon utmaning i sociala medier. Det finns inget stort pris att vinna eller n\u00e5gon m\u00f6jlighet att bli k\u00e4ndis f\u00f6r en dag om du l\u00f6ser den h\u00e4r o\u00e4ndliga labyrinten av tekniska utmaningar. Du f\u00e5r din m\u00e5nadsl\u00f6n \u2013 och du f\u00f6rv\u00e4ntas komma tillbaka och g\u00f6ra om alltihop redan n\u00e4sta dag.<\/p>\n\n\n\n<p>V\u00e4lkommen till den tekniska supporten p\u00e5 ett f\u00f6retag med programvara f\u00f6r byggbranschen, d\u00e4r varje inkommande kommunikation \u00e4r br\u00e5dskande, komplexa problem v\u00e4ntar p\u00e5 att l\u00f6sas och n\u00e4stan ingen som ringer \u00e4r glad \u00f6ver att beh\u00f6va prata med dig.<\/p>\n\n\n\n<p>\u201dDet \u00e4r i den tekniska supporten som magin h\u00e4nder\u201d, s\u00e4ger <a href=\"https:\/\/www.linkedin.com\/in\/trent-hirschy-71411084\/\" target=\"_blank\" rel=\"noreferrer noopener\">Trent Hirschy<\/a> som \u00e4r chef f\u00f6r enterprise-supporten p\u00e5 <a href=\"https:\/\/www.bluebeam.com\/se\/\" target=\"_blank\" rel=\"noreferrer noopener\">Bluebeam<\/a>. \u201dDet \u00e4r aldrig n\u00e5gon som ringer och s\u00e4ger: \u2019Hej, allt \u00e4r bra. Hej d\u00e5\u2019\u201d.<\/p>\n\n\n\n<p>\u201dPersonen i andra \u00e4nden har alltid ett problem och en deadline\u201d, till\u00e4gger Trent. \u201dS\u00e5 vi m\u00e5ste hj\u00e4lpa dem att l\u00f6sa problemet s\u00e5 snabbt och effektivt som m\u00f6jligt.\u201d<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Den tekniska supporten kommer till unds\u00e4ttning<\/strong><\/h3>\n\n\n\n<p>Om den stora stj\u00e4rnan i de flesta teknikf\u00f6retag \u00e4r utvecklingsteamet, t\u00e4tt f\u00f6ljt av ledningen och marknadsf\u00f6ringsteamet, har ofta det <a href=\"https:\/\/support.bluebeam.com\/se\/home.html\" target=\"_blank\" rel=\"noreferrer noopener\">tekniska supportteamet<\/a> en mer undanskymd roll. Den tekniska supporten h\u00f6r man trots allt bara av sig till n\u00e4r n\u00e5got g\u00e5r fel.<\/p>\n\n\n\n<p>M\u00e5nga stora f\u00f6retag har ingen m\u00f6jlighet att anst\u00e4lla tillr\u00e4ckligt m\u00e5nga medarbetare till sin tekniska support f\u00f6r att klara alla samtal som kommer in. Ist\u00e4llet anv\u00e4nder de chattrobotar och andra verktyg som bygger p\u00e5 artificiell intelligens. Det g\u00f6r att kunderna ofta k\u00e4nner sig frustrerade \u00f6ver att de inte f\u00e5r f\u00f6rklara sina komplicerade problem f\u00f6r en riktig m\u00e4nniska.<\/p>\n\n\n\n<p>Sedan finns det andra f\u00f6retag som ser den tekniska supporten som en bisak, och bemannar teamet med stressade, otrevliga medarbetare som bara vill f\u00e5 ett \u00e4rende avklarat s\u00e5 fort som m\u00f6jligt, \u00e4ven om det betyder att man \u00e4r kort i tonen mot kunderna \u2013 eller, \u00e4nnu v\u00e4rre, att man skr\u00e4mmer bort dem helt och h\u00e5llet.<\/p>\n\n\n\n<p>S\u00e5 \u00e4r det inte p\u00e5 Bluebeam, som tillverkar programvara f\u00f6r dokumenthantering och digitalt samarbete.&nbsp;<\/p>\n\n\n\n<p>Inte nog med att hela det <a href=\"https:\/\/support.bluebeam.com\/se\/home.html\">tekniska supportteamet p\u00e5 Bluebeam<\/a> best\u00e5r av m\u00e4nniskor \u2013 de h\u00f6r ocks\u00e5 till f\u00f6retagets mest uppskattade medarbetare. Och de \u00e4r n\u00e5gra av de smartaste personer man n\u00e5gonsin kommer i kontakt med. F\u00f6rutom att de \u00e4r extremt duktiga p\u00e5 att l\u00f6sa komplexa tekniska problem \u00e4r teamet ocks\u00e5 fullt av musiker, improvisationskomiker och andra kreativa typer.<\/p>\n\n\n\n<p>Det \u00e4r den h\u00e4r kombinationen av teknisk kompetens och icke-tekniska, kreativa intressen som g\u00f6r det tekniska supportteamet p\u00e5 Bluebeam s\u00e5 skickligt p\u00e5 att kommunicera med sina kunder och hj\u00e4lpa dem att l\u00f6sa problem.<\/p>\n\n\n\n<p>\u201dH\u00e4r p\u00e5 Bluebeams tekniska support \u00e4r v\u00e5rt uppdrag att hj\u00e4lpa v\u00e5ra kunder att komma tillbaka till arbetet s\u00e5 fort som m\u00f6jligt\u201d, s\u00e4ger Bluebeams dokumentationschef Travis Nilan. Han \u00e4r musiker och pluggade drama p\u00e5 college, kan bygga en dator fr\u00e5n grunden och brukar tillsammans med Trent Hirschy visa upp sin fallenhet f\u00f6r improvisationskomik n\u00e4r han st\u00e5r p\u00e5 scen som konferencier f\u00f6r f\u00f6retagets \u00e5rliga anv\u00e4ndarkonferens XCON.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Att ge arbetet personlighet<\/strong><\/h3>\n\n\n\n<p>N\u00e4r man ska f\u00e5 kunderna tillbaka till jobbet s\u00e5 fort som m\u00f6jligt kan man inte erbjuda dem halvmesyrer. Den tekniska supporten p\u00e5 Bluebeam bygger p\u00e5 tv\u00e5 principer: l\u00e4gg den tid som kr\u00e4vs f\u00f6r att hj\u00e4lpa kunderna att l\u00f6sa specifika problem relaterade till Revu och andra Bluebeam-l\u00f6sningar, samt var proaktiv och f\u00f6rekom potentiella problem genom att publicera detaljerade artiklar och andra onlineresurser s\u00e5 att kunderna sj\u00e4lva kan l\u00f6sa sina problem.<\/p>\n\n\n\n<p>Sedan \u00e4r det de m\u00e4nskliga egenskaper som ing\u00e5r n\u00e4r man interagerar med en medlem i Bluebeams tekniska supportteam: \u00f6dmjukhet, empati och \u2013 kanske viktigast av allt \u2013 autenticitet.<\/p>\n\n\n\n<p>\u201dVi har som princip h\u00e4r att det \u00e4r okej att inte veta svaret\u201d, s\u00e4ger Jared Lichtenthaler, som \u00e4r specialist inom Bluebeams enterprise-support och b\u00f6rjade jobba med teknisk support efter flera \u00e5r som Revu-anv\u00e4ndare i maskinteknikbranschen.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img fetchpriority=\"high\" decoding=\"async\" width=\"900\" height=\"596\" src=\"https:\/\/blog.bluebeam.com\/se\/wp-content\/uploads\/sites\/4\/2021\/04\/Skills-Challenge-2018-poster-pic-900x596.png\" alt=\"\" class=\"wp-image-79681\" style=\"width:750px\" srcset=\"https:\/\/blog.bluebeam.com\/se\/wp-content\/uploads\/sites\/4\/2021\/04\/Skills-Challenge-2018-poster-pic-900x596.png 900w, https:\/\/blog.bluebeam.com\/se\/wp-content\/uploads\/sites\/4\/2021\/04\/Skills-Challenge-2018-poster-pic-300x200.png 300w, https:\/\/blog.bluebeam.com\/se\/wp-content\/uploads\/sites\/4\/2021\/04\/Skills-Challenge-2018-poster-pic-150x100.png 150w, https:\/\/blog.bluebeam.com\/se\/wp-content\/uploads\/sites\/4\/2021\/04\/Skills-Challenge-2018-poster-pic-768x508.png 768w, https:\/\/blog.bluebeam.com\/se\/wp-content\/uploads\/sites\/4\/2021\/04\/Skills-Challenge-2018-poster-pic.png 1183w\" sizes=\"(max-width: 900px) 100vw, 900px\" \/><figcaption class=\"wp-element-caption\"><br>Trent Hirschy, till v\u00e4nster, och Travis Nilan framf\u00f6r ett musiknummer p\u00e5 en XCON-anv\u00e4ndarkonferens som nyligen h\u00f6lls i Austin, Texas.<\/figcaption><\/figure>\n\n\n\n<p>Faktum \u00e4r att den m\u00e4nskliga aspekten av att knyta an till kunderna medan man hj\u00e4lper dem att l\u00f6sa deras tekniska utmaningar \u00e4r en viktig prioritet f\u00f6r Bluebeams tekniska supportteam, och \u00e4r en del av det som g\u00f6r att de skiljer sig fr\u00e5n m\u00e4ngden. \u201dOm en kund ringer och s\u00f6ker ett svar ser jag f\u00f6rst och fr\u00e4mst till att kunden k\u00e4nner att jag \u00e4r engagerad\u201d, s\u00e4ger Jared. \u201dJag lyssnar aktivt, g\u00f6r anteckningar och h\u00e5ller koll. Jag \u00e4r en proaktiv lyssnare.\u201d<\/p>\n\n\n\n<p>\u201dV\u00e5rt motto \u00e4r att s\u00e5 l\u00e4nge vi kommer fram\u00e5t med problemet ska vi forts\u00e4tta att prata\u201d, till\u00e4gger Trent. \u201dOch om vi n\u00e5r en punkt n\u00e4r allt som vi kan g\u00f6ra just d\u00e5 \u00e4r gjort, vill vi inte sl\u00f6sa bort kundens tid. Ist\u00e4llet samlar vi in loggfiler, ber\u00e4ttar vad kunden kan f\u00f6rv\u00e4nta sig och ser till att vi uppfyller det. Om vi s\u00e4ger att vi ska ringa tillbaka om en timme eller om en dag, d\u00e5 ser vi till att g\u00f6ra det.\u201d<\/p>\n\n\n\n<p>Bluebeams tekniska supportteam \u00e4r ocks\u00e5 uppm\u00e4rksamt p\u00e5 de olika typer av problem som kunderna tar upp genom att sp\u00e5ra dem noga och analysera i detalj n\u00e4r ett visst problem tycks kunna bli en bredare trend.<\/p>\n\n\n\n<p>\u201dDet kan vara en eng\u00e5ngsgrej, tv\u00e5 g\u00e5nger kanske \u00e4r en tillf\u00e4llighet, men tre g\u00e5nger \u2013 d\u00e5 \u00e4r det en trend\u201d, s\u00e4ger Trent. \u201dF\u00f6rr eller senare m\u00e5ste vi blanda in andra. Vi har ett fantastiskt tekniskt analysteam h\u00e4r inom den tekniska supporten som vi kan v\u00e4nda oss till. De kan programmet utan och innan.\u201d<\/p>\n\n\n\n<p>Det h\u00e4r teamet, som kallas Research, Advocacy and Test (RAT), har dagliga m\u00f6ten med Bluebeams teknik- och produktteam f\u00f6r att diskutera trender och problem som har identifierats genom kundernas interaktioner med den tekniska supporten.<\/p>\n\n\n\n<p>Samtidigt fokuserar Travis Nilan och hans team p\u00e5 den proaktiva aspekten av Bluebeams tekniska supportuppdrag. I sitt arbete med att ansvara f\u00f6r den tekniska supportwebbplatsen publicerar Travis och hans team av tekniska skribenter hundratals supportartiklar, b\u00e5de inom USA och internationellt, s\u00e5 att kunderna kan hj\u00e4lpa sig sj\u00e4lva s\u00e5 mycket som m\u00f6jligt.<\/p>\n\n\n\n<p>\u201dVi f\u00f6rs\u00f6ker verkligen att vara en proaktiv resurs\u201d, s\u00e4ger Travis. \u201dTraditionellt har den tekniska supporten varit reaktiv \u2013 man v\u00e4ntar p\u00e5 att folk ska ringa in \u2013 men det finns saker som man kan g\u00f6ra f\u00f6r att vara s\u00e5 proaktiv som m\u00f6jligt. Sj\u00e4lvhj\u00e4lpsaspekten \u00e4r en av de sakerna.\u201d<\/p>\n\n\n\n<p>F\u00f6r att hitta saker som skulle kunna bli problem lyssnar Travis och hans team p\u00e5 kollegorna i frontlinjen, och bevakar de \u00e4renden som kommer in. N\u00e4r en trend dyker upp betyder det att det \u00e4r dags att skriva en artikel att publicera p\u00e5 den tekniska supportwebbplatsen. Hans team h\u00e5ller ocks\u00e5 koll p\u00e5 Bluebeams betaprogram, som ger n\u00e5gra kunder tidig tillg\u00e5ng till nya funktioner och utg\u00e5vor av programvaran. De kommunicerar \u00e4ven med f\u00f6retagets produktmarknadsf\u00f6rings- och teknikteam f\u00f6r att identifiera st\u00f6testenar och oklarheter f\u00f6r kunderna.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Skapa tillfredsst\u00e4llande karri\u00e4rer<\/strong><\/h3>\n\n\n\n<p>Varf\u00f6r ska man jobba inom teknisk support?<\/p>\n\n\n\n<p>De flesta v\u00e4xer kanske inte upp med en \u00f6nskan om att f\u00e5 hj\u00e4lpa m\u00e4nniskor att l\u00f6sa tekniska problem. Men medlemmarna i Bluebeams tekniska supportteam s\u00e4ger att \u00e4ven om de inte hade dr\u00f6mt om en karri\u00e4r inom omr\u00e5det, \u00e4r jobbet extremt tillfredsst\u00e4llande.<\/p>\n\n\n\n<p>F\u00f6r Travis Nilan \u00e4r m\u00f6jligheten att interagera med och hj\u00e4lpa m\u00e4nniskor varje dag n\u00e5got som han \u00e4lskar med sitt jobb. \u201dJag blev helt enkelt f\u00f6r\u00e4lskad i den h\u00e4r kulturen, d\u00e4r man g\u00e5r till jobbet varje dag och arbetar med bra m\u00e4nniskor, hj\u00e4lper bra m\u00e4nniskor\u201d, s\u00e4ger han.<\/p>\n\n\n\n<p>Och \u00e4ven om han inte l\u00e4ngre satsar p\u00e5 att syssla med musik eller sk\u00e5despeleri p\u00e5 heltid s\u00e4ger Travis att han kan anv\u00e4nda m\u00e5nga av sina kreativa f\u00e4rdigheter i jobbet. \u201dJag har h\u00e5llit p\u00e5 mycket med improvisationskomik, och det \u00e4r en f\u00f6rdel att vara snabbt\u00e4nkt\u201d, s\u00e4ger han.<\/p>\n\n\n\n<p>Jared Lichtentaler s\u00e4ger att som tidigare Revu-anv\u00e4ndare har f\u00e5tt ett nytt perspektiv p\u00e5 sina yrkesm\u00e4ssiga intressen genom att ansluta sig till Bluebeams tekniska supportteam. \u201dAtt ha branscherfarenhet och komma till en roll inom den tekniska supporten f\u00f6r ett byggprogram som Revu har varit helt otroligt\u201d, s\u00e4ger Jared, som till skillnad fr\u00e5n m\u00e5nga av sina kollegor inte spelar n\u00e5got instrument. (D\u00e4remot beskriver han sig som \u201den m\u00e4stare p\u00e5 karaoke\u201d.)<\/p>\n\n\n\n<p>Och s\u00e5 har vi Trent Hirschy \u2013 \u00e4nnu en musiker, som spelar bas i ett band i Chicago. Han s\u00e4ger att han genom att arbeta med teknisk support i byggbranschen f\u00e5r k\u00e4nna tillfredsst\u00e4llelsen av att han och hans kollegor ofta har en central roll f\u00f6r n\u00e5gra av de st\u00f6rsta och viktigaste byggprojekten i v\u00e4rlden. \u201dIbland tar man ett samtal eller \u00f6ppnar ett meddelande och s\u00e5 kanske personen i andra \u00e4nden jobbar med ett m\u00e5ngmiljardprojekt\u201d, s\u00e4ger han. \u201dDet tycker vi \u00e4r sp\u00e4nnande, att se alla de h\u00e4r fantastiska sakerna byggas och veta att vi spelar en roll d\u00e4r och hj\u00e4lper dem att komma vidare om de st\u00f6ter p\u00e5 fr\u00e5gor eller hinder.\u201d<\/p>\n\n\n\n<div style=\"text-align:center\" class=\"wp-block-atomic-blocks-ab-cta ab-block-cta\"><div class=\"ab-cta-content\"><h2 class=\"ab-cta-title ab-font-size-32\" style=\"color:#32373c\"><strong>S\u00e5 h\u00e4r till\u00e4mpar en produktdesignforskare p\u00e5 Bluebeam sin m\u00e5ng\u00e5riga kulinariska erfarenhet p\u00e5 programvaruutvecklingen<\/strong>.<\/h2><div class=\"ab-cta-text ab-font-size-32\" style=\"color:#32373c\"><\/div><\/div><div class=\"ab-cta-button\"><a href=\"https:\/\/blog.bluebeam.com\/se\/product-design-research-madolyn-noll\/\" target=\"_blank\" rel=\"noopener noreferrer\" class=\"ab-button ab-button-shape-rounded ab-button-size-medium\" style=\"color:#ffffff;background-color:#3373dc\">SE HUR<\/a><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>P\u00e5 Bluebeam \u00e4r den traditionella backoffice-funktionen inte en undanskuffad arbetsh\u00e4st \u2013 den \u00e4r tv\u00e4rtom en av byggteknikf\u00f6retagets fr\u00e4msta konkurrensf\u00f6rdelar. Vi ber\u00e4ttar varf\u00f6r.<\/p>\n","protected":false},"author":605,"featured_media":79680,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[16713,145],"tags":[16718,16725,16720,16716,16698],"class_list":["post-79679","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-inside-bluebeam","category-innovation","tag-revu","tag-studio-projects","tag-studio-sessions","tag-technology","tag-videos","category-16713","category-145","description-off"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>S\u00e5 n\u00e4rmar sig Bluebeams tekniska supportteam probleml\u00f6sning - Built | SE<\/title>\n<meta name=\"description\" content=\"Den h\u00e4r backoffice-funktionen \u00e4r inte n\u00e5gon undanskymd grupp p\u00e5 Bluebeam \u2013 den \u00e4r tv\u00e4rtom n\u00e5got av det som 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