As a software lead generation company, it’s not enough to continuously generate business intelligence leads and once you make the sale you leave your customers hanging in the air. You must be prepared to address various that may arise long after they have made the purchase. Therefore, learning how to troubleshoot is an absolute must. It is not as easy as it sounds, as simple as other people may think. It is a learned skill that can be acquired through close observation and more often than not, through trial and error. Several factors can make you a successful trouble-shooter. These are the following:
Having self-confidence. It’s virtually impossible for you to troubleshoot anything if you don’t have faith in yourself and what you are doing. Your self-confidence must start from within, but it will also be a tremendous help if you have a good team support system. These are the people who can give you a helping hand when complex support issues become too much to handle. They can be support engineers who can serve as great mentors to their junior staff in the support team.
Undergoing sufficient training. No one can expect you to help customers on the line regarding a complex product if you have not undergone proper training. This may take time and perseverance if you want to do this right because it’s not something that can be developed in just a few hours by merely watching. If you don’t do this, you will find it difficult to learn everything you need to know and therefore fail and lose the confidence you need to be of service to your clients.
Having the right resources. You cannot be confident as a support person if you lack the manuals and knowledge systems to look up for answers. You need to have the resources which are the necessary tools for customer support and building confidence.
Analytic reasoning. Some of the best trouble-shooters have this naturally in their system. For those who don’t, you must work hard to develop one. Without this you can still troubleshoot, but it will be a lot easier to troubleshoot when you have the capability of reasoning and forming conclusions as you go along. You can consider this as an art of solving problems since a technical support environment require your ability to reason fast and effectively.
Experience. This perhaps is your most important factor for successful troubleshooting because you will naturally become better over time. Having been exposed to similar situations, technology, problems, and customers will allow you to find patterns in the technical issues that will make it easier for you to troubleshoot. There will even come a point when you can extract answers from the top of your head without having to spend so much time thinking about it. Experience does this. Being the best troubleshooting tool, it’s also the longest to acquire, but it’s definitely worth your while.
Having self-confidence. It’s virtually impossible for you to troubleshoot anything if you don’t have faith in yourself and what you are doing. Your self-confidence must start from within, but it will also be a tremendous help if you have a good team support system. These are the people who can give you a helping hand when complex support issues become too much to handle. They can be support engineers who can serve as great mentors to their junior staff in the support team.
Undergoing sufficient training. No one can expect you to help customers on the line regarding a complex product if you have not undergone proper training. This may take time and perseverance if you want to do this right because it’s not something that can be developed in just a few hours by merely watching. If you don’t do this, you will find it difficult to learn everything you need to know and therefore fail and lose the confidence you need to be of service to your clients.
Having the right resources. You cannot be confident as a support person if you lack the manuals and knowledge systems to look up for answers. You need to have the resources which are the necessary tools for customer support and building confidence.
Analytic reasoning. Some of the best trouble-shooters have this naturally in their system. For those who don’t, you must work hard to develop one. Without this you can still troubleshoot, but it will be a lot easier to troubleshoot when you have the capability of reasoning and forming conclusions as you go along. You can consider this as an art of solving problems since a technical support environment require your ability to reason fast and effectively.
Experience. This perhaps is your most important factor for successful troubleshooting because you will naturally become better over time. Having been exposed to similar situations, technology, problems, and customers will allow you to find patterns in the technical issues that will make it easier for you to troubleshoot. There will even come a point when you can extract answers from the top of your head without having to spend so much time thinking about it. Experience does this. Being the best troubleshooting tool, it’s also the longest to acquire, but it’s definitely worth your while.