Support get complicated as employees work from home. COVID-19 is disrupting traditional support organizations, leading to explosive growth in remote IT work.
As employees move to remote work because of the coronavirus pandemic, the only way they can be supported is with remote tech support. Organizations built on a physical location model suddenly have a massive increase in demand, and may need to provide that support from their own home offices, where they may lack tools, policy, and procedure to be effective. These problems are not new, but they did quickly become a lot more relevant. Support.com has been working on solving them since the previous century, and they are hiring. I spoke with Rick Bloom, the company’s CEO, about the problem, where he sees the industry headed, and how IT can adapt.
Bloom started by getting broad—he talked about the call center industry. Most of us are familiar with