Difference between revisions of "Tech Support Howto"
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*Record everything in [[RT]] | *Record everything in [[RT]] | ||
| − | + | That is the gist. | |
| − | + | Tech support requires 2 things, an interest in solving puzzles, and the ability to talk to all kinds of people. A sense of humor is a big plus. Not taking yourself too seriously is another. If you want to show off how much you know, this is not the place for you. | |
| − | |||
| − | * | + | Here are some pointers: |
| − | + | * Ask answerable questions. (Has it ever worked. What were you trying to do when this happened. Read off the error message) | |
| − | * | + | * Check the physical, i.e. cables, power switches. |
| − | + | * Remember that the client may be totally unfamiliar with the lingo you are using, and may misread error messages, or misunderstand what you are saying and still be a normally intelligent person, and even if not, deserves patience. | |
| − | * | + | * Remember that the client may not always tell the truth out of embarrassment or to avoid refusal of service. |
| − | + | * Lead the conversation so that you get the information you need. | |
| − | * | + | * 5 minutes in the office may be worth an hour on the phone. |
| − | + | * Tech support boundaries are a guideline. We are not in the business of figuring out how we can avoid helping people, but there are situations where continuing support will open a can of worms we cannot handle. An example of this is trying to support windows programs in wine. | |
| − | + | * You don't know everything and neither do I, so a necessary tech support skill is finding the information. Google is your friend. | |
| − | |||
| − | |||
Revision as of 10:35, 28 March 2009
- Get the person's name and adopter number if possible.
- Get a call-back number.
- Troubleshoot
- Fix the problem?
- Record everything in RT
That is the gist.
Tech support requires 2 things, an interest in solving puzzles, and the ability to talk to all kinds of people. A sense of humor is a big plus. Not taking yourself too seriously is another. If you want to show off how much you know, this is not the place for you.
Here are some pointers:
- Ask answerable questions. (Has it ever worked. What were you trying to do when this happened. Read off the error message)
- Check the physical, i.e. cables, power switches.
- Remember that the client may be totally unfamiliar with the lingo you are using, and may misread error messages, or misunderstand what you are saying and still be a normally intelligent person, and even if not, deserves patience.
- Remember that the client may not always tell the truth out of embarrassment or to avoid refusal of service.
- Lead the conversation so that you get the information you need.
- 5 minutes in the office may be worth an hour on the phone.
- Tech support boundaries are a guideline. We are not in the business of figuring out how we can avoid helping people, but there are situations where continuing support will open a can of worms we cannot handle. An example of this is trying to support windows programs in wine.
- You don't know everything and neither do I, so a necessary tech support skill is finding the information. Google is your friend.