Lessons From Tech Support

I’ve done a lot of tech support, previously operating a tech support business which had me helping all varieties of people, both at their homes and remotely. Here is an attempt to catalogue some of the tips and tricks I picked up. Worth noting is that the primary demographic I found myself helping was the elderly. They usually have all-in-ones, though sometimes laptops, and are more often than not running Windows. Naturally, my notes therefore have a skew in the direction of the older cohort. Know The Problem You should ask for the problem ahead of time, ideally while booking the appointment and the issue is fresh in the client’s mind. People are forgetful – the elderly doubly so. I have found clients on more than one occasion befuddled as to exactly what they needed help with. If possible, have them text through their problem with as much detail as possible. Otherwise, call them and ask them questions (ensuring you write it down). Even just knowing the general realm of the problem is…