Five Easy Things You Should Learn as a Tech Support Advisor

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Wahtips Tech Support

Working in the Tech Support world can be challenging. Most customers today are pretty tech savvy, although there are still those who need help with the most basic “how to” questions.

1. You Must Be Patient – It may seem like common sense to be patient while supporting a device; however, if you have ever tried to teach your grandmother how to set up Wi-Fi you can understand how this can be difficult to accomplish. Patience will get you far in the world of Tech Support.

2. Don’t Tech Speak – One lesson that I learned very quickly is that you can never assume that a customer knows Tech Terms. The best thing to do (especially with acronyms) is to either spell it all out or substitute the acronym with a more common name.

3. Don’t Be Afraid Of Getting Yelled At – The hardest part of Tech Support is that you are talking to people who are frustrated and upset. Staying calm and relating to the customer goes a long way. Genuinely feel for the customer by putting yourself in their position, then offer a possible resolution and MOST of the time you will end the call with the customer apologizing for taking their frustration out on you.

4. Never Assume A Customer Is Lying – I have seen some weird issues since starting as a Tech Support agent. Sometimes all you can think is that they are not telling the truth, (Why is my computer spitting CD’s at me?). Try not to think that way or your tone will reflect your disbelief. Instead, I give everyone the benefit of the doubt, since you never really know what issue is made up and what is real.

5. Make Your Directions Easy To Follow – Nothing is worse than a customer and adviser not being on the same page while directions are given. Explain everything clearly with pauses in between the directions. Another good tip that I have picked up is to explain where everything is located, instead of saying “click start” you can say “click where it says start in the bottom left-hand corner.” Your ability to give detailed and clear instructions will definitely pay off when helping out a customer who isn’t as Tech Savvy.

Following these basic steps will ensure that you have a happy customer, which is always the most important thing!

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Amanda

I am the owner and operator of wahtips.com! I have been working at home for over 10 years. Wahtips began with me sending emails to friends and people I met through social media explaining how to work at home along with links to legitimate companies. I have a 3 yr old son, a wonderful husband and a Shih Tzu puppy named Rosie.

4 thoughts on “Five Easy Things You Should Learn as a Tech Support Advisor

  • Profile photo of Pippa
    October 26, 2016 at 10:04 am
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    I’ve never tried doing a tech support job before. I know how frustrating it can get just being a customer and trying to make a call to some of these places. It makes we wish that some of them would read this article first! I’ve had the advisors that have given me attitude just because I don’t understand the way that they are explaining things and basically calling me a liar because they don’t believe that something isn’t working the way that I’m explaining it.

  • Profile photo of Ruby
    October 26, 2016 at 6:03 am
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    We had tech support at my last job. They were wonderfully patient with everyone considering they were working with some incredibly low tech people. New programs would invariably throw the low tech into a tizzy. They would speak in mostly non technical terms when dealing with them and I don’t think I ever heard an angry word thrown around.

  • Profile photo of Ruby
    October 23, 2016 at 6:35 am
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    There were quite a few tech customer support people at my last workplace. I was always amazed at how one of them had a very calm and steady voice on the other side of the phone. He never seemed to get irritated, even with my non-tech boss.

  • Profile photo of Sharina
    October 14, 2015 at 4:29 pm
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    This is a great post and is very informative. I have always thought about giving a technical, customer service job a try, but I didn’t know if I would be cut out for it. I guess for me it’s dealing with the really irate people. I don’t know what to say to them to calm them down. I think it really takes a special kind of person to be able to work this type of job.

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