Work Ethic: Support is Collaboration

When I started my career in technical support, I was never told that a majority of the work I’d be doing would be fixing people’s attitudes toward technology, rather than actually fixing the technology itself. Once I realized this, vistas opened, and I really found my niche.

Frustrations can happen when the preconceived notion of what should happen in a situation is different than what actually happens. If this is the case, clearly describing what is happening using common language can help for both the supporter and the customer. The more the customer talks, the more likely the supporter can find the root cause of the issue. If the customer has a safe space to vent, the better they will feel in the end. It’s also frustrating for customers when things continue not to work. Investigate alternative solutions. Don’t pass judgement. Maybe the current solution isn’t the appropriate solution. Maybe the customer needs a different product. Own the issue, and more importantly, own the solution.

The biggest thing to remember is that technical support, and by extension solution development, is a collaborate process. Both parties want the problem to go away and make sure the problem doesn’t return. Solve it.

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Author: Zombiepaper (Anthony)

My big goal is to write. My important goal is to write "The Story." My proudest moment is the most recent time I overcame a fear, which should have been today. I'm a better zombie than I was yesterday. Let's strive to be better everyday. (Avatar)

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