Plan Ahead - Reduce Time on the Phone with Tech Support
When a technical issue arises in the workplace, it goes without saying that you want to get it resolved as quickly as possible. One minor glitch in the system can disrupt your entire workflow, costing your company time and money. By following a standard protocol after experiencing a technical problem, you can reduce time loss and confusion associated with a technical disruption and the resulting phone call to tech support.
First, make sure you prepare ahead of time the information you are going to need on the call. When you make a call to tech support, you should assume that there will be key pieces of information you will have to provide, and having that handy before making the call will cut back on initial information gathering and allow you to dive into the actual issue at hand. Make sure your company keeps organised records of software account numbers, versions, and any other basic information related to your software that will help your tech support representative quickly identify what you're working with.
Being able to replicate the error that occurred is also important in order for you to thoroughly and specifically explain your problem and for the representative to properly diagnose the issue. Being able to identify the steps leading up to a glitch allows the rep to narrow in on exactly where the error is happening, which will greatly reduce the time it takes to solve the problem.
As the representative guides you through the solution, make sure you document the steps in detail. This will allow you to keep organised records of technical issues and solutions, which will help reduce calls to tech support in the future, and help you to better understand the cause and solution of the error, rather than just simply going through the motions over the phone.
Lastly, for your own protection, never give a representative the password to your account. A properly trained and authorised tech support representative should be able to access your account through their system.
Being thorough and organised is key to maintaining a smooth process when it comes to handling technical issues. Make sure to keep easily accessible records of all your vital technical information to ensure a quick recovery and information security.
About the Author
Geoff Stewart is a highly experienced and skilled Technology Director at Surety IT. His knowledge is based on years of industry experience having created customised, stable, well performing systems both for multi-national companies in the UK and Australia and Surety IT customers.
Surety IT can help you create the right system to enhance your business, ensuring you know how it is right for you and how to use it. We will tailor a solution to suit your needs with leading systems, local support and more, building your vision for a more flexible and capable business.