|
Getting and Giving Technical support |
|
|
|
|
|
|
Getting and Giving Technical Support Written By Sl1pstr3am2010
A small discussion from Sl1pstr3am… Since I have done internal tech support as well as external tech support I decided to give some tips on getting and giving technical support. As a customer getting tech support even if you are having a bad day since nothing may seem to be going wrong if you do feel the need to be unruly, just remember to tell the representative you’re talking to that you’re not directing it at them and if anything try to be civil even so. The more civil you are towards them, the more likely they are going to be willing to go the extra step to get the issue resolved quicker. On that as well you reduce the amount of negative conversation and get to the point, your issue will get to them quicker, they can figure out what is wrong, and possibly get it fixed, get you to someone that CAN get it fixed, or schedule to have someone come out and fix it. Anger solves nothing, it makes the agent handling the call feel unimportant and therefore they may not direct your call appropriately or pay close attention to what you’re telling them and get all the details, so if you’re calm and civil, they’re likely to pay more attention to you. Have I done this? Yes, only a few times, the customer did eventually calm down and we got the issue resolved so, being calm right away will more than likely get you a better response. As a technician handling the call, try not to do that, yes I did it, but working eight hours a day, sometimes more because I was allowed overtime as I was a closing technician at the one job, sometimes it got to the point when you were closing that I wanted to get the call done quicker. I was stuck on a call one time two hours after we were scheduled to leave, but we got the issue resolved because I decided to get the information, also had to get a manger though because it was a larger issue.
Brings me to another thing as a tech if you’re not sure of the issue, or don’t know what to do for it, get someone that may know of it, or may know where to go to solve it, if anything else, look online (google, bing, yahoo, etc. people calling, wanting support can too before they call if they wish to). Also take your time if you can, if you need to research something just let the customer know before hand, if they need to do something important and can’t be on the phone see if you can call them back/ or get back to them in another way. Most companies use metrics so you have a specific amount of time you can be on a call before your supervisor will come in and check to see what’s up, but if you’re just doing it as a hobby through your house for friends/ family, just take your time to make sure you know what the issue is and research it. Another step you can be sure to do, which this always made me shake my head “I don’t know how this will help” (when I worked doing internal support for Microsoft) try restarting the computer, if all else fails restart the computer, it usually restarts the services and can clear some things, if the issue is still there when the computer restarts, then you have a larger issue.
So as a person getting support one thing that would help to have before you call/ask for support is: • The issue (either exact issue, brief issue, error (if in a program/application, include error + error code), and any other questions. • If it’s software or application, the build number (usually in help menu then about) o Ex: Microsoft Word 2010: Word 2010 version: (14.0.4734.1000) 64Bit • For hardware (which doesn’t necessarily have to be computer hardware can be any hardware) include the model number o Ex: Hardware: nvidia GeForce GTS 250 1GB GDDR3
As a tech when receiving the information if you have a way to document it, DO SO. Documentation relieves the stress of having repeated calls if it goes through an actual documentation software, you can link calls to an issue if there is an larger issue ticket, and then the supervisors know how many calls are coming in regarding that issue, STILL DOCUMENT even if it is linked to a known issue, let the customer know it is a issue link to the issue, then hang up. When you’re documenting when it’s not linked to an issue be sure to get the issue/error, any questions they have, if you have to research later, the version number/ model number, so you can reference to it if you do have to research it, or if you have to send it somewhere else, the next person knows what it is going on, and what they’re dealing with. If you’re just by yourself doing this at home, if you still even document you can at least determine if you have a repeating issue with someone and see if they might need a replacement of something, or need possible training (which may be the case), in which you can set a time to see if that is the case.
If you have any questions about Tech Support, if you’re thinking of doing tech support or needing tech support, see the Technical Help Subforum, quote me(Sl1pstr3am2010) in a new thread (to get a faster response). Also on another note, The_Science_Master is also doing the Technical Help Subforum so if I’m unavailable and he is try to get his attention.
Its ready now XD um as for the monthly I probably could, until I get a job, that may limit my time right now I don't have anything until the end of August when I start school again, which I only have two classes. And more than likely it'd be just one for the most unless occasionally I can pull out two, I'd have to think of things to write about 3nodding
MistyMary24 · Sun Jul 29, 2012 @ 05:26pm · 0 Comments |
|
|
|
|
|