So you’re a whizz at managing computer systems. You can process all that information and work through all that jargon that confuses everyone else. You can even problem solve faster than Tianhe-2 completes a Wee Stinker crossword.
Understanding and developing new skills in IT comes naturally to you, and you can translate it all into a format that even the most computer illiterate will understand.
Well, if this reads like your personal resume, the good news is you’re well on your way to being one of the best technical support advisors in the business.
Did you hear the one about tech support with a smile?
Technical support not only requires technical knowledge; as a career choice it is also the perfect opportunity to showcase that knowledge through assisting people and informing them. But knowledge itself is only one part of technical support – customer service is the other.
So what do you need to maximise your customer service skills to match your technical prowess?
Firstly, you’re going to need to be patient. You may already know the inner workings of an FTP client or be able to test an internet connection’s speed in the blink of an eagle eye, but that doesn’t mean Great Uncle Shug does. Even our own Davey struggles to reboot his PlayStation.
Build that client rapport by understanding this disconnect.
Also, remember clients aren’t as clued up in the lingo as you are, so be attentive and try to translate their needs into easyspeak. Communicate to them in their language and make everything relate. If you give yourself the best chance of holding the conversation, you give yourself the best chance of fixing their problem.
Good communication also requires a positive vocabulary. Reassure the customer you have it under control and you can fix it, even while you’re still getting your head around the issue. The more confidence is built into your relationship, the easier the job is going to be.
You know you’re the Marvel superhero of IT support so, short of wearing a cape and underpants outside your trousers, make sure your customers know that too!
Remember, too, that service in IT requires excellent time management. So tighten up your clock watching alongside your technical knowledge to give yourself a head start on your rivals.
You know you’re the best: but combine all these aspects of top notch customer service, and your prospective high-end employers are going to realise you’re indispensible to their business.
Looking for a new challenge? check out the latest Technical Support jobs now.