Voici comment vous pouvez améliorer vos compétences en matière de support technique avec des compétences générales essentielles.

En soporte técnico, el primer paso siempre será entender la falla o situación presentada. La escucha activa nos brindará toda la información necesaria para que podamos abordar el problema de la mejor forma. Siempre debemos hacer sentir al cliente que estamos interesados en resolver la situación de la mejor manera.

To enhance technical support skills, focus on developing essential soft skills. Practice active listening and clear communication, breaking down technical jargon for customers. Show empathy by understanding their frustrations and remaining patient. Improve your problem-solving by thinking analytically and creatively. Manage your time effectively by prioritizing tasks. Stay adaptable by continuously learning new technologies. Work well with your team, sharing knowledge and handling conflicts calmly. Pay close attention to details and keep thorough documentation. Prioritize excellent customer service and be sensitive to cultural differences. Engage in regular training, seek feedback, and reflect on your interactions to continuously improve.

O suporte técnico, não consiste apenas em resolver o problema, mas sim prever a solução no menor tempo possível, da causa do problema. Porque assim você se assegura que seu suporte foi eficiente com uma resolução cem por cento de satisfação.

Active listening As IT support we are the person that familiar with on how those IT thing operate. On user they only understand what they see. As we listen to the first support user will describe what happen such “screen blank”. As IT person we know that kind of issue can be detected by check the symptom such as is it show no signal, power on light indicator is showing up or not. With communication medium it help a lot to resolve the problem that user facing and determine what actually the problem.

La empatía es una habilidad fundamental para quienes trabajan en soporte. Establecer una conexión empática y comprender la frustración del cliente fortalece la relación, brindándonos un valor añadido que garantiza la continuidad de los negocios.

Um exemplo de empatia, que vivenciei recentemente, estava em um cliente instalando CFTV, mas não conseguia configurar as mesmas, fiz testes em minha casa e configurei sem problemas. Então para finalizar o serviço orientei o cliente a contratar outro provedor de internet, pois o atual não resolvia o problema de conexão. O cliente pediu que eu o fizesse e assim consegui contratar outro serviço de internet deixando o cliente satisfeito pelo meu apoio e resolver seu problema.

In technical support domain, it is essential to possess good communication skills. It helps to correctly understand customer's issue as well as provide the solution in an easy to understand language. There might be situations where customers are irate or their business is being impacted. Good soft skills would be useful to tackle such situations and ensure that the expectations are clearly set and correct course of action is shared, even if the issue cannot be resolved soon or if there is dependency on a different team/third party.

Para alcanzar el éxito con los clientes, el personal de soporte debe mantenerse en constante capacitación para desarrollar habilidades y técnicas de comunicación efectivas. El equipo de soporte interactúa directamente con personas, y estas pueden ser complejas. Invertir en capacitaciones nos asegura clientes contentos.

Algo que acho útil, é você ser transparente em suas observações, quanto a solução do problema. Ter um a conversa clara e objetiva minimiza o tempo para atendimentos e suporte ao cliente.

Paciência na minha opinião tem que ser praticada dia a dia, o cliente quer que você resolva o problema, se ele se irrita, temos que mostrar a ele que existem soluções para seu problema e com paciência mostrar ao mesmo a solução lógica para resolução do problema.

I was working in a satellite office where the SOP had changed from the main company to monitor all computer usage and involved me installing keyloggers, screen monitoring and remote access. A manager hostile to the idea began unplugging the server and every computer in the office under the guise of "power saving" which was causing the server to lose connection and not record illicit activities the hostile party was committing. I solved the problem by requesting overtime and over the weekend I virtualized everything and ran it from the main company, as well as set up client monitoring that would report instead of using group policy. The perpetrator was caught because they thought they were safe by unplugging the server.

Suporte técnico não é apresentar problemas e sim a solução para resolver estes problemas. Não podemos trazer problemas para o cliente com resoluções infundadas, e sim soluções baseadas na experiência , conquistando a confiança do cliente. Agindo assim, mesmo que seu orçamento esteja diria acima, você certamente irá executar o serviço. Pela confiança que você passou para o cliente.

I agree that in the tech industry, ongoing learning and adapting soft skills are crucial. Seeking feedback, training, and staying updated in communication practices are essential for maintaining sharp skills and demonstrating commitment to top-tier support. Continuous learning is vital for excellence in dynamic roles like technical support. As for example: Imagine you love playing with building blocks. Every time you build something new, like a tall tower or a big house, you learn how to make it even better next time. That's like continuous learning—each time you try something new, you get better and better at it!