You reach out for assistance when you can’t solve a problem yourself. Thus, you’re probably already frustrated with the situation. The expectation is that tech support will solve the problem and ease the frustration. However, an incompetent or inept help centre will aggravate the issue even more. Here are four characteristics of effective and efficient technical support.
Apart from obvious signs such as appearance, language, and behaviour, a clear indication of a technician’s professional demeanour is how they treat the customer – you. Do they respect you? This means taking you seriously from the beginning, focusing on your concerns, and valuing your time. When working at your premises, they should be concentrating on your matters – not answering email, talking on the phone, or filling in their timesheet. They should approach your business equipment with appropriate care and attention. Any data encountered during their work must be treated as strictly confidential.
A good technician is committed to solving your technology problems. However, much is revealed about their level of commitment by how they approach the problem. They should be proactive, offering solutions that will help avoid further problems in the future. They must find complete solutions – workarounds are not acceptable. For example, it is not advisable to resolve file access issues by giving administrator privileges to every user account in the system. A responsible technician treats your technology as if it were their own, taking every reasonable step to protect it. Finally, a reliable technician is committed to being available in a suitable timeframe.
A common misconception is that the best technical support is provided by someone with genius level knowledge who understands every computer function in minute detail. For an efficient technician, communication skills are just as vital as technical knowledge. They should listen first, ask questions to confirm their understanding of the problem, and restate what they’ve heard to give you the opportunity to provide more information. They must talk at your level of understanding, avoiding jargon and needless details. Part of the technician’s job is to educate you, the client. Thus, they should be willing to share information, and quick to respond to your queries.
Though what the technician knows will lead them to the solution to your problem, how the knowledge is applied will determine their efficiency. An effective technician employs an analytical approach to problem solving and is not limited to a prefabricated script. They will use a “small steps to big steps” methodology. TechFit recently helped a client whose laptop had several non-functioning applications. This client had consulted the service department of a big box store who recommended a fresh installation of Windows. Our technician repaired the issue in 30 minutes by updating the laptop’s internet browser. While a technician will not be an expert in every area, they should have in-depth knowledge of core products (operating systems, Microsoft Office, common accounting packages). When they encounter a situation they are not familiar with, they embrace the opportunity to do the research and add to their knowledge base.
If your technical support doesn’t shine in these areas, contact TechFit. We welcome the opportunity to impress you!