1. By: Julianna Leach

2.  PC Support Technician- They work on site and are responsible for in general maintenance.  PC Service Technician- Goes to customer site and repairs personal PC’s.  Technical Retail Associate- They sell computers and equipment.  Bench Technician- Works in a lab to repair PC’s without talking to the user.  Help-Desk Technician- Provides telephone or online support.

3.  Although some don’t have any formal training it is important to show a degree or certification that way people know you are prepared to do the work.  The most certifying organization is the Computing Technology Industry Association and the A+ Certification.  You can specialize in specific areas for specific products like: Microsoft, Novell, and Cisco.

4.  Tool1-Specific Software or Hardware  Tool2- Copy of documentation the user sees  Tool3- Technical documentation  Tool4- Online Help  Tool5- Expert System  Tool6- Call Tracking that obtains important information.

5.  Trait 1: Positive and help attitude  Trait 2: Listening without interrupting your customers  Trait 3: Proper and Polite Language  Trait 4: Sensitivity to Cultural Differences  Trait 5: Taking Ownership of the Problem  Trait 6: Dependability  Trait 7: Credibility  Trait 8: Integrity and Honesty  Trait 9: Know the Law and respect to your work  Trait 10: Looking and behaving professionally.

6.  The first time a customer makes contact with you is vital and can come in various forms.  Making an on-site service call you must have both technical and interpersonal skills. Make sure to know the problem that you are going to be facing and be polite when addressing the issue.  After the first meeting you should listen and ask questions.  To begin a phone call: be sure to identify yourself and your organization. Then be sure to write down the names and numbers of people you will be working with.

7.  Make sure to take notes as you ask questions.  Examples of questions to ask  Please describe your problem and what error messages or unusual displays occurred?  When did the problem start?  What was the situation when the problem occurred?  What programs or software were you using?  Did you move your computer recently?  Has there been a recent thunderstorm or electrical problem?  Have you made any hardware or software changes?  Has someone else used the computer recently?  Is there some important data on the computer that is not backed up?  Can you show me how to reproduce the problem?

8.  Establish a timeline  Give the customer the opportunity to make decisions about repairs to the customers equipment.  Be sure not to make decisions for your customer!  Explain to the customer the total cost of repairs.

9.  Avoid all distractions  Don’t accept personal calls  If you are contacted by work do not talk about any personal work information  If you have to take a call explain to the customer the reasons why  Consider yourself a guest and do not make a mess.  Keep all tools and papers out of the customers way.  Do not use the phone or the customers desk chairs without permission.  Be sure to accommodate all of the customers needs while working.  Protect the customers confidential files.

10.  Working on the phone requires more interaction with the customers.  Be sure to give clear instructions.  Have plenty of patience  Have good phone manors  If call is disconnected call back immediately.

11.  Tip 1: Be specific  Tip 2: Don’t tell them to do anything that would destroy files without telling them.  Tip 3: Frequently ask what is displayed on the screen  Tip 4: Follow along on your own PC  Tip 5: Give them the time to ask plenty of questions  Tip 6: Compliment the customer  Tip 7: Tactfully request that the caller gather more experience, then offer to send a person out for on-site help.

12.  Tip 1: Compliment the customers knowledge, experience or insight.  Tip 2: Slow the conversation down  Tip 3: Don’t back off from using problem- solving skills.  Tip 4: Be careful to not accuse the customer of making mistakes  Tip 5: Do not use technical jargon unless you are truly convinced they understand you

13.  Be an active listener  Give the customer time to vent about the problem  Don’t be defensive  Know that you don’t have to accept foul language and politely tell them so.  If the customer is complaining about a product tell them that the company is not responsible for the problem.  Be in an Agreeable state  Point out communication could be improved

14.  Make sure to restart the computer to see that no further problems were created  Allow the customer enough time to be fully satisfied.  Verify that ALL data is fully restored  Review the service call with the customer  Explain preventative maintenance to the customer.

15.  You cannot solve all problems.  It is most likely in a call-tracking system  Keep all desk notes  Include detailed information  Tell the customer you are passing the problem on to someone else with more experience

16.  For this job you must have documentation of all work and all about your service for the customer.  You must include all call and meeting notes  If your documentation cannot be done electronically then you must have create a written record.

17.  Be professional  Must be able to put business matters above all personal matters.  Keep all negative opinions to yourself  Use a good filing system  Make TO-DO list  Know you limitations and when you cant do something  Use communication skills!