Technical Support: More than a conversation

In my previous blog post, I shared some information and interesting facts about the Technical Support position. One factor that some of you may understand is that Technical Support is only responsible for resolving technical issues. That’s right! You are understanding one part of the work of Technical Support, but the interesting thing is also shown in the fact that Technical Support also communicates and talks to customers a lot. And then you can see the skills of a Technical Support representative.

Turning weaknesses into strengths.

There will be many Technical Support representatives who are not confident with their English skills or their vocabulary cannot be as “abundant” as the Front-line support representatives. However, we know how to turn that weakness into a strength of ours. That is the use of easy-to-understand and concise keywords to help customers understand the issue that the Technical Support representatives are asking about. That is the use of our weaknesses in foreign languages to be able to gather information and communicate with customers more easily.

Communication that combines multiple skills.

Most of the conversations that take place between customers and Technical Support representatives have a gloomy and not very pleasant atmosphere. These conversations often occur when customers have no more patience with the support representatives who have spoken to them before and when they come to the Technical Support representatives in a slightly angry mood. So what will we do when our English skills are not really “good” as the previous ones. Let’s list some skills to be able to receive these cases comfortably.

The mood is different now

How would you feel if you were in danger and Superman came to save you? What does Superman have to do with Technical Support? You understand my point correctly. At this point, Technical Support representatives will play the role of Superman to help customers resolve the issues they are facing. They will feel more at ease when there is Technical Support in this conversation. Don’t let the tense atmosphere in the customer’s previous conversation make you worry because now your mindset is completely different, the customer will be happy to have you here, so send a greeting with the message “Don’t worry because I’m here to help you resolve your issues”.

You have 2 minutes to understand the problem.

Do not continue the story with questions but take 2 minutes to quickly summarize the customer’s previous conversation history to grasp the problem the customer is facing. Of course, the help of the support representative before is also an optimal solution to help you grasp the situation quickly. This will be an important step that will determine whether you can make this conversation a success or not. So practice this skill well.

Harmony to understand each other better.

A word of encouragement that shows understanding with the customer at this time is a very useful mental medicine for both you and the customer to help us get closer. Express your understanding of the emotions that the customer is having right now so that they understand that you are the only one who can help them at this time. Anger will be transformed into trust, this will help you to have more time to check and process for customers better.

Always have a connection in the conversation.

If the problem takes you 30 minutes to resolve, don’t leave the customer alone and wait 30 minutes without any feedback. The trust they have for you will disappear right there. Therefore, you should keep the conversation status with them regularly during the process of resolving the problem. 

Send them messages to let them know how the process is going: I’m looking for the problem, I’ve found the problem, I’m processing it for you,… Keeping the conversation stream like this will help customers feel that you are making an effort to help them, from which the trust and respect they have for you will increase. Practice your debugging skills well.

Finally, it is your knowledge and professional skills.

Try to practice your debugging skills very well day by day as well as add more professional knowledge to help you resolve the problem for customers quickly. Teamwork skills are also very important because you can consult with other members of your team to help customers resolve their problems. There is no other way than to read and practice many days a day to help you improve.


Conversations with customers are not easy and it is even more difficult when you receive angry customers. However, there are ways for you to receive it gently and end it also in a gentle way. Practice a lot to have more skills to help you do your job well. To reach the top, the skills needed are extremely important.

Author: Tristant Nguyen



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