brandondawson.org Drupal Website Developer and Consultant

20 Things I learned from Tech Support

This post brought back some fond memories: [link]

Call control. It's the most important aspect of support. The caller has to know you're in control, and if you let yourself panic, it's all over, as this article notes.

The good thing is that if you're patient and take the time to learn what your caller is actually meaning, as opposed to what they're saying, the job can be quite easy.

Fundamentally, a support rep is not there to be supremely technically efficient so much as to serve as a Geek-to-English translator. Take the time to educate your users. Make them feel like they're part of the club. We were all newbs at one time or another.