Tech support skill

[TDM_FDM]

Hi,

As a web hositng client, how do you guys rate tech support person?

[whcdavid]

Well, all depends.

If they ask our questions clearly and if they answer ASAP. Everyone would be appreciate them

[GuRu]

They not only have to be quick because the customer ( a majority ) has no understanding of the situation but you need to explain exactly what the situation was to the customer. I think that would create a wonderful tech support person.

[Tris]

1. Need to be quick and polite
2. Must speak english
3. Must keep the customer update
4. Must help the customer learn

[UnitHosting]

Fast response with an appropriate answer or solution to your problem.

[kirukkan]

Exactly most of the customers expect quick answer with solution.

[Tris]

I prefer that they were polite and kept me updated...

[ldcdc]

Must be knowledgeable, polite, preferably friendly.

[silverfreak]

I like to deal with people that will go out of their way to help you out, and make sure you're getting the best support possible. That's what I tried to do while working (back when I was actually working support in web hosting) :-P

Of course, everybody has a few bad days. I agree with the general thought on here though, knowledgeable, polite, and friendly are key.

[Quicksilver]

More than anything I require any tech support person to have good people skills. It doesn't matter how much you know, if you can't convey it in a pleasant way then it makes no difference.

The tech also has to have a firm understanding of the issue, and they have to be able to explain in simple terms to the customer who might not be familiar with anything. On the other hand, they might be dealing with a customer who knows twice as much as they do, so they have to tell them what they know and not pretend to know anymore.

99% of issues are fixed directly at the tech support level, but for the remaining 1% an administrator has to step in. Which is why techs always have to be in contact with someone who can handle the problem if they cant.