How to Become an Effective Phone Support Technician

Do you want to be one of the best phone support technicians around? Then you need to make sure that you really got what it takes to be one.

Working as a phone support technician is not that simple as what most people think. It might be a bit easier because you don't really have to talk to a customer face to face. However, helping your customer with their technical concerns through phone is a bit complicated if you aren't competent enough. You need to have the right attitude and skills to do the job right. In order for you to become an effective phone support technician, here are some of the simple do's you can follow.

· Have the Right Knowledge. You will only be an effective support technician if you actually know what you're doing. Getting the right knowledge and ideas you need is definitely that easy. Take time to attend trainings that your office is providing. Make yourself fully equipped and be able to give the right assistance to your customers.

· Your Attitude is everything. If you are working as a phone support technician, you will definitely receive calls from customers who are having problems. They will not bother to call you if they don't have one. In that case, they expect you to somehow give them the empathy they need. Putting yourself on their shows is the main key. Try to feel what they feel and you'll know how to deal with them.

· Don't hear them, but listen to them. That's right. Listening is different from hearing. Listening requires proper understanding on your part. You might be hearing what your customers are saying. But if you won't bother to listen, you will not be able to give the right help they need. One important thing is to avoid making your customers repeat themselves. Asking the same questions more than twice is always a no-no.

· Give instructions clearly. Since you will only be helping a customer through the phone, you need to speak clearly and precisely. Walking someone through to do something by simply giving them instructions is never easy. If you don't give clear instructions, your conversation will not be going anywhere. For instance, you wanted a customer to turn off a modem. Do you even know how to instruct him clearly of where the switch is? Your instructions should always be clear enough to comprehend.

As a phone support technician, you always have the greater responsibility of helping the customers in the best way you can. Then your competence, skills and attitude should work together to be effective.

Working as a phone support technician is not that simple as what most people think. It might be a bit easier because you don't really have to talk to a customer face to face. However, helping your customer with their technical concerns through phone is a bit complicated if you aren't competent enough. You need to have the right attitude and skills to do the job right.