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Technology & InternetWhat Makes a Good Technical Support Representative?
Regardless if you work as an in-home repair technician or are part of a large company, in order to succeed as a technical support representative, you need to have certain traits, skills, and qualities which will help you in your position. Technical support is an area which does not only need knowledge and proficiency - you have to be extra patient as well. After all, not everyone is well-versed when it comes to computers and new technology.
Exemplary customer service
In the technical support field, it is your responsibility to relay highly-technical information to people who are sometimes not that technically adept, and this can be a little frustrating and difficult. Most end-users do not have the slightest idea how to use their gadgets and need help even with the littlest things. It is important to relay information to people in a way that is not demeaning to them. There should be a sincere desire to help people.
It is important to demonstrate to end-users that you know exactly what they are feeling. This means being polite, showing genuine concern, and being able to handle anger and frustration from customers. Reassuring end-users that with their help you will be able to solve the problem is also a good thing.
Any tech support representative will not be successful if he or she does not have good problem-solving skills. End-users rely on you to help them solve their problems efficiently and quickly. You must be able to uncover clues from what the customers are saying, and you must attempt solutions without complicating the problem even further. You must be able to think logically. Although the technical aspect of the job can be taught, intelligence and logical thinking are things which have more to do with personality, social abilities, and overall intelligence.
As a technical support representative, there will be a lot of times when you have to deal with a multitude of problems at one go. You need to do troubleshooting, complete service level agreements, make tickets, and be accountable to management. You also have to remain calm and professional whilst helping end-users. You are a representative who wears many hats.
Most representatives are unable to see their end-users personally. The majority only communicate with each other through phone. This is why it is a must to have excellent communication skills, because you will be presenting technical information to people and explaining things to them in the simplest language they can understand.
You will also need to teach end-users steps and procedures which will prevent the problems from ever happening again. You also need to explain to them why the problems occurred in the first place, as they have to be aware of the effects of the things they are doing on and to their computers.
Being an effective and successful technical support representative is a lot of hard work, and it takes dedication to excel in one’s job. However, with the right attitude and technical proficiency, you will be able to bring smiles to the faces of the countless people you have helped.