"It's an interesting question and we've tried a few different ways to identify opportunities within our self-service experience to improve documentation (primarily break/fix docs and how-to content). The biggest obstacle we've found at…"
Matt Phillips's COIs
Matt Phillips's Page
Latest Activity
Matt Phillips replied to Claudie Leece's discussion Tech Support Transaction Surveys - Do they include tech pubs questions
Matt Phillips replied to Bryan Thompson's discussion SLA for a community in the group Social Media COI
"I'm with Paula.
For me, the essential question about your community is whether it is going to be a community of like-interested/like-minded users that genuinely want to help other users, or whether your community will act as a support…"
Matt Phillips updated their profile
Matt Phillips commented on TSIA Administrator's group Champions in Support Services
"Thanks, Shawn. That did it.
Matt"
Matt Phillips commented on TSIA Administrator's group Champions in Support Services
"Thanks, Shawn. I was interested in John's report but it appears locked under a mystery membership level that I couldn't get past. Anyone else run into that problem?
Matt"
Matt Phillips joined TSIA Administrator's group
Champions in Support Services
TSIA Champions in Support Services is an exclusive, members-only group made up of some of the best & brightest in the industry today. Champions are nominated by TSIA primary contacts in each of TSIA's member companies.See More
Matt Phillips updated their profile photo
Profile Information
- Are you a corporate member of the Technology Services Industry Association (TSIA)? Please note: corporate membership is NOT required for participating in this forum
- YES - Support Services Discipline
- First name
- Matt
- Last name
- Phillips
- Company
- Symantec
- Level
- Manager
- Primary Job Function
- Operations
- Please provide a brief bio and collaboration interests (not required)
- I manage the Product Support Engineering group, focused on making Norton products more supportable, improving product quality and providing agents and customers with support solutions to program questions, problems and failures.
In our product quality role, my team focuses on maturing in-field product defects that help improve the supportability of Norton products. As a bi-product of our close proximity to the overall support priorities, we also own providing the content layer - knowledge base documents, FAQ's, decision trees, support automation, etc. - for both Norton customers and agents globally.
We also work with Product Management to help set support priorities for future versions to improve future product supportability and quality and provide reporting to the business unit concerning the impact of deployed fixes, patches and in-lines.
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