From Customer Support Specialist to Business Analyst

2 Comments

1. 

   Henrieta Bodnarova 5 years ago
   Customer service and technical support professionals are on the phone with customers helping them resolve issues and solve problems. They bring a lot of relevant experience to the Business Analyst role. First and foremost, they learn how to ask good questions and listen to the answers. They often need to explain complex technical issues or business rules to customers who would rather not understand them. And they need to solve the immediate problem. The business analyst is always making decisions – probably just as many or more than the project manager that are important to the project. The decisions being made are often different – with the business analyst making decisions focused on – for tech projects – next design and development steps, requirements definition and interpretation issues and similar. One of the key success factor for transition is for business analyst to be a master communicator and great listener, understand what's being communicated and understand what lies behind and beyond the communication.
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2. 

   Andrej Studencan 5 years ago
   Hi Dominik. I had a friend who worked for At&t as a customer support specialist. It was quite a demanding job but it developed his patience, stress resistance, people communication skills, discipline... valuable character traits that one needs in almost any higher-rated profession. In something like 2 years he made it to the position of an OPM (operations manager) in T-Systems. He's doing very well there and belongs to the most valued employees on that unit. From my perspective, what really helped him to get there and be successful were: 1) Every day discipline and consistency 2) Good quality work (even if not see by the boss) 3) Courage and self confidence 4) Good English. I hope I helped you a bit.
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