Career Hotline Networking matters Q After working for five years, I am now looking for a job change. I have sent many applications but have not yet found anything decent. You have often spoken about the value of networking but I get totally tongue-tied and lack the confidence to approach people, particularly seniors. — Aadesh A Networking is the best way to learn about other companies and new job opportunities, but few job-seekers want to do it — either because they are shy, introverted or feel hesitant while talking to strangers. And if that’s what’s holding you back, then here’s a tip for you: Capitalise on your strengths. For instance, you may be a good listener. Build on it. Develop a strategy that gets the other person talking while you listen. You can do that by creating and memorising a few questions which the other person can’t answer with a simple ‘yes’ or ‘no’. They also allow the other person to talk easily about himself, like:
By memorising these questions you don’t have to worry about running out of topics to discuss, because the other person will do most of the talking, and you can use your listening skills. Listen attentively and ask follow up questions if necessary. If you do, two things will happen. First, the more the other person talks, the more she thinks you are terrific. Second, they will invariably ask how they can help you. That’s the graceful opening that allows you to ask about companies or job openings you could target. And remember, you probably know a lot more people than you think: Social and other contacts, family (immediate and extended), friends, former colleagues, neighbours, clients and customers. Tap all these sources — you never know which one will work! Technical support Q I will be completing my diploma in computer engineering this year. Can you please tell me something about tech support and its scope in India? — Vikas Gupta A Technical support, which plays a very crucial role in technology companies, has now metamorphosed into a veritable high-end job, particularly in the outsourced mode. Today, tech support engineers are recognised and respected worldwide for their skills. The entire tech support process is geared towards building a relationship while providing a solution. But solving the problem is only half the job; explaining the solution to the customer is the bigger challenge. The work is often compounded by time-critical service demands and the ever expanding gamut of applications. Since the work involves interacting with customers all the time, a host of soft skills, primarily linked with interpersonal communication are needed. Although you n even temperament will help you interact with customers of varying dispositions, articulation and knowledge. A flair for crisis management and negotiation is a valuable asset for a tech support professional. And so is lateral and analytical thinking and a creative approach to problem solving. In terms of tech knowledge, the skill-sets called for range from MS and Unix technologies to knowledge of different operating systems, Internet technologies and in-depth knowledge of at least one database technology, ODBC technologies plus extensive and detailed product domain-specific knowledge and familiarity with related domains — in short, the entire nine yards in systems architecture, algorithms and applications. Alternatively, MCSE/MCSD/ CCNA certifications also figure in many ads. Of course, the tech support organisation you join will put you through its own intensive training programme to familiarise you with for their specific product range. Globally, the tech industry is increasingly looking at outsourcing a major part of its high-end support function. With its large pool of tech-savvy IT professionals, India has a unique advantage of cornering a major chunk of business in this BPO sector. As a fresh IT engineer, tech support would be a good starting point. Regardless of whether you work on a voice-based or web-based process, good communication (spoken/ written) skills are mandatory. The writer is a noted career consultant
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