How would one sharpen their tech support skills?
From my tech support experience, it seemed like the most important thing was being able to log trivial cases into the ticket-tracking software. Of course, I was pretty much up to snuff on all other aspects of the job. Also, Google error codes. Look for other people (on forums, etc.) that have had the same problem. This is assuming you’re doing some sort of “general tech support” thing. If you’re only supporting a handful of specific applications, you really don’t need much other than familiarity with those applications and the ability to speak English.
I’ve done both private tech consulting and tech support for a biggish ISP. While many of the same skills are important, as people have already mentioned, the jobs are different in important ways. If you work doing tech support for a company, often it’s very important to reflect whatever the company line is w/r/t their products and services which can sometimes conflict with actually helping someone who you are on the phone with. So, if Company X wants you to spend less than five minutes on a phone call, that will limit what they think of as “good tech support.” If Company Y requires you to go through a flow-chart series of steps, that will affect what they think of as “good tech support” So, if this is the sort of job you are after, being able to learn a set of internal rules, procedures and norms is almost as important as having good smarts to begin with. They can and will train you on specifics, so being willing to learn, a good problem solver and personable while still beign able to
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