How To Be A Tech Hero: Seven Technical Support Tips

Great service is something that can help every business to rise to the top, no matter what your income, size, or shape is. You always want to be the hero of your customer if things go wrong. Of course, you can easily take care of customer support advice, but you also need to pay attention to the technical support that your company provides. Understanding the issue can help you in ensuring that accurate troubleshooting gets applied and the fix gets found faster. Here are seven technical support tips to help you in being a tech hero:

Identify the problem

Many technical issues could get solved easily as compared to others in less time. However, complex issues may need more time. Identify the problem early on so you can escalate it and solve the simple issues in the meantime.

Understand the grasp of technology of your customer

Know how much your customer knows about technology. If they know about technology and you are aware of when the tech support call starts, you can fine-tune the tone and usage of technical terms.

Remember the impact

Consumers are impacted by all technical problems, may it be complex or simple. Customers could be frustrated, and their productivity could be impacted by some trivial problems.

Avoid jargon

Don’t mistake your consumer by jargon. Utilize simpler terms. You should focus on making your customers understand. You may end up irritating your customers if you confuse them with technical terms.

Have a lot of self-service options

You could decrease the number of support tickets that need to be tackled by offering sufficient self-support content that helps customers solve simple and common technical issues on their own.

Be motivational

When something doesn’t work out, then your customers may get frustrated that they are facing some problems. If you are motivational and ensure that you will help them efficiently and quickly, you can help in reducing their stress.

Make it simple to follow up with you

They need to feel unrestricted to reach you even after ending their sessions or hanging up. You could do this by giving your email address to users to follow up with you or email them yourself.


Managing the technical aspect of customer service could be tricky. However, there’s a more limited scope of issues that you will likely encounter. However, the customer issues that tend to be more on the technical side need more understanding to get resolved and a more specialized indication.

About Ng Wei Khang

Ng Wei Khang, CEO at a Singapore based IT consultancy company, APIXEL IT Support, has been operational for over 8 years from now. Apixel provides fixed price IT Support Services with unlimited packages that includes small business server setup, Cloud Solution Configuration, Network management and Data security & Theft prevention. The company also provides expert IT consultancy to SMEs in Singapore.

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