For Customer Support Professionals

1. Support Profession
Working on Issue/Ticket: Step 1. Understand the issue, if not get clarification - avoid
assumptions
Make necessary correction to 1. Clarify environment info where issue noticed
original issue based on your 2. If require - Tell them what you have understood from problem notes and get clarification if
findings understanding right or wrong.
3. Verify contact info
4. Check for supporting evidence...logs, error message info
Step 1.1
First communication to end user:
1. Acknowledge the acceptance of issue
2. Provide your initial findings
3. When is your next update to end user
Search knowledge base for possible
known issue
Break issue into smaller pieces
Step 2. Analytical skills
List down possible causes
Reach to one or two final causes Rule out causes one by one
Provide meaningful update to end
customer
1. What has been investigated so
Step 3. Meaningful notes How to be effective Support
far
2. Out come of analysis Engineer?
3. What are the possible next steps
Set time with customer about next
Step 4. Set time lines
update and stick to this
Identify right team
Provide following:
1. what is the issue
Internal communication
2. What has been investigated
3. What are final possible causes
4. What type of help requires
5. When do you need response by
First thing at start of the day, review your
queue and update end user where require
List down important items as priority in
your to-do list Keep note of To-Do items
End of the day, carry forward pending Planning your Day
items to next day
Highlight road blocks
Avoid procrastination
Regular updates
No matter what product or service
Quicker resolution you buy, you always going to need
Why Support? support who can answer or help you
Better communication on your needs with that product or
What are customer expectations? service.
How to prevent repetition of
problem?
Best Support practice One can give different definition but
Knowledge base The Support What is Support?
I will put this as helping customer to
resolve their problems. Working
Better Planning Profession proactively on reducing
repetitiveness of known problems
Regular Issue Audits
How to meet these expectations?
Measurement of key ares such as
resolution time, KB usage etc... 1. Support org is the entry gate to
the ORG
2. Support is the face of the
company
Customer/Support Satisfaction
3. Effectiveness of support can
highlight how rest of the company
Response time would be
Resolution Time Impact of support
Support can make small start up
Key Measurement of Success into big MNC. Now a days customer
Communication wants better and faster support VS
cost
First Call Resolution
At the same time, worst support
Issue resolved by use of knowledge eventually can bring big giant down
article to ZERO
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Planning)
Support/
Organise)
HelpDesk)
Customer)
Verifica6on) Implement) Customer Requirement
Helpdesk Contacts Assesment Do we meet customer requirements
Helpdesk Pre-Requisites documents Analysis Iron out gray areas
Helpdesk/Support
Method to raise post-launch issue Planning
Yes/No Sheet What can and cannot be done
Escalation Matric Need of Project
Delivery of items in phase
Phase
Main Stake holders
Prepare Documentation on
Delivered items Tools
Left Tasks Tasks
Defect/RFEs listing Scheduling
Customer contacts
Documentation IT Service Delivery Organise Check Points
Key Project holder list Task Ownership
Human Resources
Phase listings Check Points
Business Case 3rd Party resourcing
Module Testing
Integration testing Execution of Tasks
Implement
End-to-End Testing Verification Integration
Pre-Prod Customer Acceptance
User Acceptance
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