Advice on Tech support

[grayson]

Ive just started a job on telephone Tech support can anyone give me any links that might help me in my new job any good sites or tips.

Im finding it hard to determine when nothing more can be done and I have to send the engineer out.
Im also getting mental blocks, I know what to do but my nerves are getting the better of me, I need a site which I can look when Im stuck.

The computers at work run on windows 98 so I need some good virtual apps for xp and me as well :confused:

[Jiggy]

Doesnt your company have a step by step guide, an on screen sort of thing ?

Try the Flow Charts (http://www.pcguide.com/vb/showthread.php?t=24421) from Sylvander.

[grayson]

Yes they do but it doesnt cover very much

[youngsw]

Ive just started a job on telephone Tech support can anyone give me any links that might help me in my new job any good sites or tips.

Congrats on the job, I worked techsupport for a few years. Even though I complained when I got home, I actually enjoyed the job and the work.


Im finding it hard to determine when nothing more can be done and I have to send the engineer out.
Im also getting mental blocks, I know what to do but my nerves are getting the better of me, I need a site which I can look when Im stuck.

The computers at work run on windows 98 so I need some good virtual apps for xp and me as well :confused:

On the contracts I was on we normally couldn't do anything else if it wasn't in our knowledge base. What are you supporting ? I cannot find any virtual desktops that are free, if I know what you are supporting I can find screenshots for the areas you will most likely be working in.

I am assuming you are supporting Microsoft operating systems, I have found the MS KB (http://support.microsoft.com/search/?adv=1) to be loads of help. Also if you are supporting an ISP, I have also found that the competitor's website can sometimes have a good troubleshooting knowledge base that anyone can access.

Not sure if you are outsourced or not :)

The best advice when your nerves are getting the better of you is put the person on hold. Think logically of what can cause the problem, rule out the obvious, ask the customer what they have done and use previous agent's notes if availible to get an idea of what else has been tried. Use a cube mate who has been there longer, they are a great resource. Also you may have a senior technician where you can call an inside extension and he can help out. But the hold button is your friend and can help you think if the customer isn't in your ear (use the hold button sparingly if you have limited call times, no need to kill your stats :D)

Good luck !