Roles of Technical Support
ROLES OF TECHNICAL SUPPORT As a technical support, we are here to help our customers with the issues that they are reporting. One rule of being a technical support is to always remember "Not to make our customer feel that we are getting rid of them, instead make them feel that we are here to assist them". Listen and then respond.
Essential Duties and Responsibilities : * Provide client support and technical issue resolution via E-Mail, phone and other electronic medium. * Configuration of client 's equipment to connect to the Internet using proXPN software. * Configure software to connect to Internet application servers. * Obtain general understanding of OS and application operations related to company offered services. * Identify and correct or advise, on operational issues customer’s computer systems. * Able to work independently and efficiently to meet deadlines. * Able to promptly answer support related email, phone calls and other electronic communications. * Self motivated, detail-oriented and organized. * Must be able to perform each essential duty satisfactorily.
Here 's some good rules of thumb for phones
1) Be yourself - be professional at all times, but just be yourself.
2) Never argue with a customer - if they put you on edge, kill them with kindness
3) Don 't let the customer drag the call out - be polite, but firmly end a call when it 's time.
4) If customers are complaining about something you have no control over (like pricing), refer them to a manager.
5) Don’t be afraid to say, "I don 't know, but I will find out for you"
As long as you follow up on that one, 99.9999% of people who call will be fine with that.
INTRODUCTION TO PROXPN
A virtual private network (VPN) is a computer network that uses a public telecommunication infrastructure such as the Internet to provide remote offices or individual users secure access to their organization 's network. It aims to avoid an
Essential Duties and Responsibilities : * Provide client support and technical issue resolution via E-Mail, phone and other electronic medium. * Configuration of client 's equipment to connect to the Internet using proXPN software. * Configure software to connect to Internet application servers. * Obtain general understanding of OS and application operations related to company offered services. * Identify and correct or advise, on operational issues customer’s computer systems. * Able to work independently and efficiently to meet deadlines. * Able to promptly answer support related email, phone calls and other electronic communications. * Self motivated, detail-oriented and organized. * Must be able to perform each essential duty satisfactorily.
Here 's some good rules of thumb for phones
1) Be yourself - be professional at all times, but just be yourself.
2) Never argue with a customer - if they put you on edge, kill them with kindness
3) Don 't let the customer drag the call out - be polite, but firmly end a call when it 's time.
4) If customers are complaining about something you have no control over (like pricing), refer them to a manager.
5) Don’t be afraid to say, "I don 't know, but I will find out for you"
As long as you follow up on that one, 99.9999% of people who call will be fine with that.
INTRODUCTION TO PROXPN
A virtual private network (VPN) is a computer network that uses a public telecommunication infrastructure such as the Internet to provide remote offices or individual users secure access to their organization 's network. It aims to avoid an