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January 28, 2022

Hybrid Working "Calling" for More Tech Support

Tech Support

How To Make The Most of Your Tech Support Communication To Get The Results You Want

Tech Support services are being relied on more than ever. With more people working-from-home or in a hybrid working situation, people need help. Here are a few basic tips & tricks you may not have thought of that can help you make the most out of your contact and communications with Tech Support teams - before, during, and after.


While it makes sense to see if a problem is recurring, there is a balance between that and waiting until the last minute. If possible, leave a little cushion time for problems to be worked on and resolved. When you're ready to reach out to a Tech Support team, there are a few things you can do in preparation of any customer service contact. Have your Serial Number/MAC address/ID Code (unique identifier) handy for the computing device in question. Look for a sticker on the device, for instance - the back or the bottom, etc. Have the Operating System (OS), firmware, and management software version you are currently running ready, if applicable. Try to have a clear understanding of the problem, and any supporting documentation, tracking, and history.


Before you panic, do a quick check with coworkers and supervisors to see if the problem has ever occurred in the past and if so, how was it resolved? Know the history of your problems and anything that may have recently changed in your computing infrastructure. If submitting a formal support ticket, be sure to leave all of your contact information and the best time to reach you. A concise subject line that is short and to the point helps to get your issues addressed potentially more swiftly. Fully describe the problem and add screenshots or screen-recordings. Once a support ticket number is assigned, certainly keep track of it. Try to keep the same point of contact within your organization on top of the computing problem and in communication with Tech Support.


The idea of thinking ahead with respect to your next computing project in direct relationship to Tech Support success is a good one. Rushing to make a purchase decision and a vendor selection could be detrimental. Look for a vendor with Tech Support that is available when you need them, are easy to understand, present things clearly, are skill-certified, offer more than one alternative as a solution, welcome future customer follow-up calls, bring in other team members if things aren’t working, are determined to figure things out for you, act as if your problem is their own, keep good noted details of calls and interaction, ask for follow-up via a survey for a report on service, and have an excellent FAQ area with online support.


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