Can a Technical Help Agent Develop into a Product Supervisor? | by Angela Blake | Apr, 2024

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Product administration is a lovely profession path, and entering into the sphere is more durable than ever. Does a tech assist agent also have a shot?

Why is product administration a lovely profession? For starters, product Managers usually have engaging salaries. Constructed In lists the typical Product Supervisor wage at $128,820. An article on Product College’s weblog claims it might be barely lower than that, but it surely’s nonetheless a big improve for a lot of technical roles, particularly assist roles.

If the wage isn’t sufficient to inspire you, there’s additionally the diploma of autonomy. Product Managers work with out a variety of path and oversight. That gives a variety of flexibility in the way you construction your schedule and deal with your work.

Fortunately, most of the abilities you construct in technical assist translate nicely to product administration.

Curiosity and Downside-solving

As a technical assist agent, you’re interested by buyer issues and deeply examine to resolve the problems and discover options. Product Managers do that as nicely, however in numerous methods. As an alternative of fixing issues one buyer at a time, you’ll clear up greater issues that affect a complete person base. You’ll additionally transcend easy solution-finding to offering extra worth.

Ambiguity and Structured-thinking

There’s a variety of ambiguity in product administration. You by no means begin with all of the items to the puzzle; so it’s as much as you to seek out as many as you possibly can after which select a path ahead. In technical assist, you’re used to approaching issues with structured pondering. Should you don’t know one thing, you might have a course of for troubleshooting or discovering data. That’s a key talent in navigating ambiguity.

Buyer Focus and Empathy

Technical assist may be very customer-focused and the very best brokers have a excessive diploma of empathy. The identical could be mentioned about product administration. The nearer you might be to the purchasers, the simpler it is going to be to find their wants and ache factors.

There’s all the time a draw back. On this case, it’s all about time administration, emotions of accomplishment, and subject material experience.


Whenever you instantly assist prospects, you get the moment gratification of fixing their issues in actual time. As a Product Supervisor, there’s no actual level at which an issue feels solved.

You’re planning upcoming tasks whereas present tasks are in progress. You’re negotiating scope and leaving pet tasks on the backlog to optimize for total worth. Releases really feel anti-climactic. Metric measurement is ongoing. It’s important to create your personal achievements.

That may be tough for high-achieving technical assist brokers. You’re used to having clear indicators of success, so that you’ll have to regulate and discover methods to really feel achieved.

Time Administration

Moreover, there are not any scheduled breaks. You could not have set begin or finish occasions in your work day. Having a versatile schedule is sweet, but it surely’s straightforward to finish up with back-to-back conferences all day or work extra time to get all the things achieved. As a Product Supervisor, it’s possible you’ll have to search for in-office roles if you happen to battle to handle your time. In any other case, you should proactively schedule breaks, lunches, working hours, and focus time.

Topic Matter Experience

In technical assist, you’re the skilled. You realize the product you assist back and forth, and your prospects and coworkers can depend on you to be a font of information. In product administration, you do need to develop some experience together with your product, however there’ll all the time be loads you don’t know.

You received’t spend on daily basis troubleshooting points with prospects, so you’ll have to refer prospects to your assist crew in the event that they want troubleshooting. You additionally don’t often develop or design your product, and you’ll have to refer coworkers to your designers and builders for some questions or get the knowledge from them your self.

The important thing right here is that you just’re not valued in your data however in your course of and abilities. As a Product Supervisor, you’ll depend on different folks’s experience the best way a technical assist agent depends on troubleshooting guides and inner data bases.

Should you’re nonetheless curious about product administration and assume you’d be match, it’s time to consider your transition technique.

Inner Transition

By far, the simplest option to transition into product administration from one other function is by altering roles inside your present firm. Being an inner candidate with a non-product title makes you a decrease danger than an exterior candidate with a non-product title.

However, take into account that being an inner candidate could not offer you a leg up over exterior candidates with precise product administration expertise. You’re additionally more likely to get a decrease compensation supply. It’s extensively acknowledged that almost all corporations don’t price range as a lot for advantage raises, promotions, and inner hires as they do for brand spanking new hires.

Exterior Transition

Should you don’t see any option to develop into a Product Supervisor at your present firm, exterior transitions are tough however attainable. It really works greatest if you already know somebody on the new firm who can refer you and vouch in your abilities, expertise, and work ethic.

For corporations, hiring is all about minimizing danger. Demonstrating that you’ve the best expertise for the job goes a great distance towards minimizing danger for the potential employer. Having an advocate throughout the group goes even additional.

Pit Cease

Typically, you’ll want to select up just a few further abilities to develop into a viable candidate for Product Supervisor roles. Technical assist doesn’t offer you a good suggestion of the enterprise aspect of product administration. You could have to take some enterprise courses, construct and market your personal product, or transition right into a advertising or enterprise analytics function first. Have a look at job posts and consider your talent set towards the necessities to seek out these gaps.

Hirable Qualities

A Product Supervisor’s worth is of their affect and processes. Display your affect as early as attainable by together with any metrics or key outcomes you drove in your resume. Discuss them in your interviews. Clarify your course of for getting from thought to affect, drawback to answer, and ambiguity to determination. The folks answerable for filling the function have to know you may get outcomes and replicate these outcomes for his or her product.

Product administration is a extremely sought-after and aggressive profession path. You would possibly really feel like you possibly can’t compete if you happen to come from a technical assist background, however a variety of your abilities switch very nicely.

This recommendation is predicated alone transition into product administration, understanding others who’ve made the identical transition, and success tales I’ve learn in product administration teams like Ladies In Product.

Please take from this story what greatest aligns together with your state of affairs, and preserve your head up.