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Help! Any suggestions where to hire support persons?

by mrmcd
21 replies
Hi Warriors, you guys just rock all the way to the bank!

Hey, I'm just getting ready to a launch of a software product,
and I was wondering if anyone here has had some experience
or currently knows of good sources to get support staff. Really,
looking for Techies at this stage, but will be considering phone
support also.

I've used e-lance and some others before, but I'm sure some
warriors there may be able give me some other suggestions
to consider!

Thanks!
#hire #india #persons #suggestions #support #tech
  • Profile picture of the author iAmNameLess
    Could always use craigslist too.

    What kind of requirements do you have? Do they need to be programmers, testers who can offer support, or what exactly?
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    • Profile picture of the author mrmcd
      Originally Posted by iAmNameLess View Post

      Could always use craigslist too.

      What kind of requirements do you have? Do they need to be programmers, testers who can offer support, or what exactly?
      Thanks Man!
      Basically, it's for a Software that generates Video Websites, it's a product that I have developed myself from scratch. It's got a fairly broad target and will be getting a lot newbies signing up, and I don't want to get bogged down doing support tickets. It's extremely easy, but you might a customer that has never downloaded or uploaded a file, and these can be time consuming. So I want someone who is technical but understands customer care and a fairly good communicator. Basic support really, just making sure all customers are happily setting up their new products hassle free.

      I already provide a fairly comprehensive training videos with the package, but from previous membership sites and products that I've released, I've had to people I know working for me. This time however, I want to fully outsource the support, and I know this can be done very affordably.

      Thanks!
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      • Profile picture of the author iAmNameLess
        Originally Posted by mrmcd View Post

        Thanks Man!
        Basically, it's for a Software that generates Video Websites, it's a product that I have developed myself from scratch. It's got a fairly broad target and will be getting a lot newbies signing up, and I don't want to get bogged down doing support tickets. It's extremely easy, but you might a customer that has never downloaded or uploaded a file, and these can be time consuming. So I want someone who is technical but understands customer care and a fairly good communicator. Basic support really, just making sure all customers are happily setting up their new products hassle free.

        I already provide a fairly comprehensive training videos with the package, but from previous membership sites and products that I've released, I've had to people I know working for me. This time however, I want to fully outsource the support, and I know this can be done very affordably.

        Thanks!
        Sounds awesome, congrats on your product.

        You said you already used elance before, there's also odesk, try a foreign craigslist maybe. Scriptlance, freelancer, maybe even linkedin in other countries.

        I think you might even have some good ones on here if you make a post in the members looking to hire you section. Sounds pretty straight forward, easy enough for anyone with some basic knowledge to be able to do the support. I'd say check out odesk and possibly here on WF.

        Anyway, congrats and good luck to ya.
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        • Profile picture of the author mrmcd
          Originally Posted by iAmNameLess View Post

          Sounds awesome, congrats on your product.

          You said you already used elance before, there's also odesk, try a foreign craigslist maybe. Scriptlance, freelancer, maybe even linkedin in other countries.

          I think you might even have some good ones on here if you make a post in the members looking to hire you section. Sounds pretty straight forward, easy enough for anyone with some basic knowledge to be able to do the support. I'd say check out odesk and possibly here on WF.

          Anyway, congrats and good luck to ya.
          Originally Posted by Zeze View Post

          Yah i would recommend Odesk they have a wide variety of staff there with the expertise you are looking for MrMCd. Just post your job and wait for the fishes to come to it then just select the one that you feel can do the job at hand. As a test I always post a very simple job first and see who can complete it to my satisfaction before I give them my targeted project. hope that helps


          Thanks Guys! Sounds like odesk would be worth having a look at. Will do! Did you use it at any time or know someone that did?
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  • Profile picture of the author Alex Mensah
    Yah i would recommend Odesk they have a wide variety of staff there with the expertise you are looking for MrMCd. Just post your job and wait for the fishes to come to it then just select the one that you feel can do the job at hand. As a test I always post a very simple job first and see who can complete it to my satisfaction before I give them my targeted project. hope that helps
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  • Profile picture of the author sureshots
    Hey, I've been there bro. The best place to go in my opinion is OnlineJobs.ph I've hired over 20 people for various jobs using this site. Let me know what you think or if you need any help
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    • Profile picture of the author mrmcd
      Originally Posted by sureshots View Post

      Hey, I've been there bro. The best place to go in my opinion is OnlineJobs.ph I've hired over 20 people for various jobs using this site. Let me know what you think or if you need any help
      That's interesting, I've never heard of that one before! I have met some Phillipinos and they were pretty nice as far as I remember!
      Thanks, will check it out for sure.
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  • Profile picture of the author tim_buchalka
    Dont use odesk and sites like that for longer term people - For jobs like creating a plugin, or something like that then its fine. We actually bit the bullet and hired our own team of full time staff from the philippines after wasting time on odesk people who start our strong but invariable go bad. The nature of these sites is that people on them are looking for the best hourly rate, rather than a stable income.

    onlinejobs.ph is great - but beware many scammers on there - make sure you interview thoroughly and test them out before committing.

    You can usually weed the scammers out this way.
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    • Profile picture of the author yesacpow
      As quite a few persons above mentioned, you can check out odesk. I'd also say you could post a job on Elance or rentacoder to find persons that may be qualified to get the job done.
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    • Profile picture of the author mrmcd
      Originally Posted by tim_buchalka View Post

      Dont use odesk and sites like that for longer term people - For jobs like creating a plugin, or something like that then its fine. We actually bit the bullet and hired our own team of full time staff from the philippines after wasting time on odesk people who start our strong but invariable go bad. The nature of these sites is that people on them are looking for the best hourly rate, rather than a stable income.

      onlinejobs.ph is great - but beware many scammers on there - make sure you interview thoroughly and test them out before committing.

      You can usually weed the scammers out this way.
      Thanks Tim, I think you're right on. This is exactly why I didn't want to use e-lance, which I have used previous for things like iPhone apps. I think you hit the nail on the head, was what I was feeling about it.

      Everyone here's being very helpful, thanks peoples!
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    • Profile picture of the author mrmcd
      Originally Posted by tim_buchalka View Post

      ....

      onlinejobs.ph is great - but beware many scammers on there - make sure you interview thoroughly and test them out before committing.

      You can usually weed the scammers out this way.
      onlinejobs.ph is looking very good, considering your experience with these people, did you have any regrets or lessons learnt looking back?
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      • Profile picture of the author tim_buchalka
        Originally Posted by mrmcd View Post

        onlinejobs.ph is looking very good, considering your experience with these people, did you have any regrets or lessons learnt looking back?
        Sure, a thorough interview is important. Ask questions to assess whether they really have the experience they claim they have.

        Ask them questions about their resume - e.g. A scammer might say they have senuke experience so ask them something specific about senuke to see if they really know it.

        Also consider a test - We might give them a test like installing a wordpress blog or if a writer we will give them a task to write an article on a topic. See if they are able to do the blog and if a writer use copyscape to check if they just copied it or not.

        Ask them outright if they intend to be working for more than one person.

        Find out the hours they are available - We are in Australia and in my state (South Australia) we are only 2.5 hours ahead of them, so we are around during the day.

        We ask them to be on skype during the day as well.

        Be sure to also ask for a daily report of what they worked on. Basically you are looking for people to follow instructions and to be self sufficient if they can.

        We do make sure we give them solid training as well and give them confidence to try out new things. Some people there tend to be a little too eager to please and say yes no matter what the question - We encourage them to be honest and tell us if they are unable to complete a task or need more information.

        google replace myself

        That guy (John Jonas) will help a lot - We have applied a lot of his training and it does work.

        Note that onlinejobs.ph does not allow registation by people outside of the philippines (at least that used to be the case).

        But John's service allows access to it, thats how we can use it.

        Just to be clear that is not an affiliate link (to the above) you should see a direct link to his site.

        Cheers


        Tim
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        • Profile picture of the author mrmcd
          Originally Posted by tim_buchalka View Post

          Sure, a thorough interview is important. Ask questions to assess whether they really have the experience they claim they have.

          Ask them questions about their resume - e.g. A scammer might say they have senuke experience so ask them something specific about senuke to see if they really know it.

          Also consider a test - We might give them a test like installing a wordpress blog or if a writer we will give them a task to write an article on a topic. See if they are able to do the blog and if a writer use copyscape to check if they just copied it or not.

          Ask them outright if they intend to be working for more than one person.

          Find out the hours they are available - We are in Australia and in my state (South Australia) we are only 2.5 hours ahead of them, so we are around during the day.

          We ask them to be on skype during the day as well.

          Be sure to also ask for a daily report of what they worked on. Basically you are looking for people to follow instructions and to be self sufficient if they can.

          We do make sure we give them solid training as well and give them confidence to try out new things. Some people there tend to be a little too eager to please and say yes no matter what the question - We encourage them to be honest and tell us if they are unable to complete a task or need more information.

          google replace myself

          That guy (John Jonas) will help a lot - We have applied a lot of his training and it does work.

          Note that onlinejobs.ph does not allow registation by people outside of the philippines (at least that used to be the case).

          But John's service allows access to it, thats how we can use it.

          Just to be clear that is not an affiliate link (to the above) you should see a direct link to his site.

          Cheers


          Tim
          Great Info Tim, very much appreciated. Managing people, seems to have some same elements where ever in the world you are! lol
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          • Profile picture of the author tim_buchalka
            Originally Posted by mrmcd View Post

            Great Info Tim, very much appreciated. Managing people, seems to have some same elements where ever in the world you are! lol
            Your welcome, and yes I think you are right -the elements for managing people is largely the same
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  • Profile picture of the author K1
    If you're looking for outsourcers to handle your telephone calls, you could find call centers in the phillipines, I don't remember off my head, but I'm sure if you look you can find some. I do know my ISP uses outsourcers in the phillipines.

    The english from the phillipines seems better then the english from india. However, I believe dell uses indian call centers.
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  • Profile picture of the author mrmcd
    Thanks K1, thanks for your feedback, and thanks to yesacpow too!
    This is great, getting really quality info from you guys, in many cases the WF is the first and LAST I need to come to sort out any questions. One thing is great;
    Don't you just love the opportunity Globalization brings!? I do realize there is another side to it, but apart from being able to really help someone(s) in a third world country to pay for their food and medicine, is a great feeling. I'm not really in a position to start hiring people here full time, but in those countries I can. Also, this thread alone has people from different countries all contributing to each others lives via their figures tapping keys on a little keyboard in different sequences, such a small figure movement can make a massive payday difference and put a smile of dozens of people from all over the world!! Crazy!! (and no, I'm not smoking anything!)
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  • Profile picture of the author Green Diamond
    I just you to go the guru.com & there you can find thousands of people doing the same jobs.

    Based on your request you may find what exactly you need.
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    • Profile picture of the author Ritz100
      Isnt it funny how things appear when you most need them. I would be very interested in discussing your requirement as I am a techinical support person by profession but now live in a country where my language is useless to me. I love working with non technical people to help them get the best out of a product they have subscribed to or bought. Could you PM me if you would be interested in taking this further. Thanks - Denise
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      Ritzy

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      • Profile picture of the author mrmcd
        Originally Posted by Ritz100 View Post

        Isnt it funny how things appear when you most need them. I would be very interested in discussing your requirement as I am a techinical support person by profession but now live in a country where my language is useless to me. I love working with non technical people to help them get the best out of a product they have subscribed to or bought. Could you PM me if you would be interested in taking this further. Thanks - Denise
        No worries, you can pm me your story and cv. Please include what you are doing currently for a job, your hours and experience. Thanks.
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        • Profile picture of the author Ritz100
          Originally Posted by mrmcd View Post

          No worries, you can pm me your story and cv. Please include what you are doing currently for a job, your hours and experience. Thanks.
          I have just compiled a lengthy PM to you but was told at the end, when trying to send, that my post count is insufficient to sends PMs LOL. I have 9 posts and I need 50. I dont really want to spend all day posting 41 times....is there another way I can get a message to you?

          I tried your FB link but it doesnt work.
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          Ritzy

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          • Profile picture of the author mrmcd
            Originally Posted by Ritz100 View Post

            I have just compiled a lengthy PM to you but was told at the end, when trying to send, that my post count is insufficient to sends PMs LOL. I have 9 posts and I need 50. I dont really want to spend all day posting 41 times....is there another way I can get a message to you?

            I tried your FB link but it doesnt work.
            ok, will pm you my email, no worries.
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