I've gotten you started with two of my must-haves. What singles out candidates to you?
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Support professionals need to be able to speak AND translate a number of different "languages".
In my case, I work for an automotive distributor in the area of service information and equipment. Our dealers use a PC-based automotive diagnostic system that features an Internet-based update system and wireless communication between the vehicle & the PC.
My team often has to translate the concern of the automotive technician into the language of the IT staff to ensure that issues are properly addressed, and vice-versa.
The ability to understand and translate concerns between groups with different skillsets is essential to successful customer support.
In my case, I work for an automotive distributor in the area of service information and equipment. Our dealers use a PC-based automotive diagnostic system that features an Internet-based update system and wireless communication between the vehicle & the PC.
My team often has to translate the concern of the automotive technician into the language of the IT staff to ensure that issues are properly addressed, and vice-versa.
The ability to understand and translate concerns between groups with different skillsets is essential to successful customer support.
A logical approach to problems. This is the most important of all. Everything else is useless without it and sadly, it's very difficult to teach to adults.
Hearing the signal through the noise. Listen for the problem rather than the symptoms or extraneous information.
Deep knowledge of networks, computers, operating systems and applications. Include some hardware knowledge as well even if you support applications.
Awareness of those around you and other environmental issues. If your lights just went out it may explain why someones print job just failed.
Patience. Enough said. Even if you've figured out the problem from the first two words, let the user finish and don't try to hurry them.
A sense of humor. But don't make a joke about the users problem (at least not to them).
Knowing when to let go. Don't try and push the user to admit their (silly) mistake. If it's working, let it go.
On the knowledge subject, make sure you are familiar with the correct names for things, both hardware and software and try to encourage your users to learn them. The more precise the language you, and they, use the better chance you have. But again, don't push it. If the user likes to call the printer icon the camera, let them. (True example!)
Care about the user, even if you have to fake it. Remember that the problem may be a major drama to them and a little sympathy goes a long way.
I know there are a lot of others, but I think these are some of the main ones.
Hearing the signal through the noise. Listen for the problem rather than the symptoms or extraneous information.
Deep knowledge of networks, computers, operating systems and applications. Include some hardware knowledge as well even if you support applications.
Awareness of those around you and other environmental issues. If your lights just went out it may explain why someones print job just failed.
Patience. Enough said. Even if you've figured out the problem from the first two words, let the user finish and don't try to hurry them.
A sense of humor. But don't make a joke about the users problem (at least not to them).
Knowing when to let go. Don't try and push the user to admit their (silly) mistake. If it's working, let it go.
On the knowledge subject, make sure you are familiar with the correct names for things, both hardware and software and try to encourage your users to learn them. The more precise the language you, and they, use the better chance you have. But again, don't push it. If the user likes to call the printer icon the camera, let them. (True example!)
Care about the user, even if you have to fake it. Remember that the problem may be a major drama to them and a little sympathy goes a long way.
I know there are a lot of others, but I think these are some of the main ones.
Patience of a saint and knowledge of a god.
Putting this into practice is sometimes very hard when the user on the other end of the line is utterly (and I mean UTTERLY) dense. I've been very guilty of figuring out the issue during the first minute or two of the description and interrupting the caller - BAD tech, bad bad bad tech! I do try to balance that out with extreme positive reinforcement such as using expletives like "Perfect!" or "Excellent!" when they catch on to what I need them to do.
I've since moved on from helpdesk and am now a server tech for one of the server labs in another company, but those skills I picked up from that job (plus years of customer service prior to it) still come in handy.
Putting this into practice is sometimes very hard when the user on the other end of the line is utterly (and I mean UTTERLY) dense. I've been very guilty of figuring out the issue during the first minute or two of the description and interrupting the caller - BAD tech, bad bad bad tech! I do try to balance that out with extreme positive reinforcement such as using expletives like "Perfect!" or "Excellent!" when they catch on to what I need them to do.
I've since moved on from helpdesk and am now a server tech for one of the server labs in another company, but those skills I picked up from that job (plus years of customer service prior to it) still come in handy.
As a helpdesk analyst, I would say understanding the client and understanding the issue lead to the most important skill that is required. Provide a viable solution. This does not have to be "the final solution" but it does have to satisfy the customer's current needs and lead towards resolving the issue completely.
The customer does not want to hear excuses; they do not want to hear about problems. They want to hear that the issue will be fixed and when it will be fixed. If you can not resolve the issue right away, then setting a time for when you will update the client will almost always walk away satisfied because their problem was taken seriously.
I also find being able to remain quiet an excellent skill. Sounds easy, but it is rare to find a customer support person who will not interuppt you. I see it on my desk all the time, people who cut off the client because they have to solution already. Just waiting that extra 30 seconds for the client to finish goes a long ways.
The customer does not want to hear excuses; they do not want to hear about problems. They want to hear that the issue will be fixed and when it will be fixed. If you can not resolve the issue right away, then setting a time for when you will update the client will almost always walk away satisfied because their problem was taken seriously.
I also find being able to remain quiet an excellent skill. Sounds easy, but it is rare to find a customer support person who will not interuppt you. I see it on my desk all the time, people who cut off the client because they have to solution already. Just waiting that extra 30 seconds for the client to finish goes a long ways.
This is great. I am going for an interview on Friday lst line support, my first job in IT since getting my CompTia A+. Your comments all make great sense and they have been noted.
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