Basic tips need to know during troubleshooting:
In this article , I am going to mention all basic things which all support engineers need to take care. Generally all new support engineers have same complain that client is not giving good response when they ask anything to client and due to that they can't able to fix issue in timely manner so below steps can be helpful you you as I have also faced similar things when I was fresher so just want to share my experience.
Generally when we connect with client , we need to manage time efficiently so that customer don't get frustrated. Client frustration generally happens due to many reason.Some times they don't satisfy with our product, Some times the previous engineer wasted more time of client like in my case I am tier 2 engineer so I work on cases which can't be fixed by tier 1 team and when I connect or contact client and they say previous tier 1 engineer already connected with our system for whole day so their frustration might come on you.
So best thing is that contact tier 1 person (he/she will your internal team member so you can do this easily I believe , in my firm we have all facility to contact them if they are available) and get all details whatever he applied steps or kba etc. so that things you don't need to apply again.
Make your execution plan and then contact client. Some times client don't allow you to connect with his system , that time you can take your supervisor help or your support manager help and do conference and they will try to convince client also make aware to client about your execution plan.
Don't get started with troubleshooting without getting details. Some times if you don't have enough knowledge about the functionality for what client is getting issue that time you can do similar stuff in your test machine and also read documents for that , also discuss with colleague if they already faced similar things in past with other client , read all knowledge base regarding this and then goahead ahd ask client for access.
Remember one point , if client can provide you separate machine then ask them to give you so that client/user can continue their work , mention everything in your first email , also make practice to copy your supervisor in all important emails as they have more experience and they know when your client will get frustrated. Also copy all relevant person in that email chain , some times person who opened case/ticket is different and person with whom you need to work is different , also some time you work on project case , that time you need to copy project manager as well so that they all get aware what are you doing. To keep updated all is always necessary and important like fixing issue.
If client issue is critical that time project manager/supervisor can provide you extra resources . some times make QA/developer available for you,. Because ultimate goal is to fix issue without any hurdle
and in proper time,In my firm also there is survey system so once I close case , my manager get survey response of client and it include in my performance, also remember when you close case , mention all details , all steps in your case notes so that in future if you need to open case then you will have it. And also send all details to client and give them your steps to fix issue, create knowledge base your side so that you/your colleague read this in future if they get similar issue
In this article , I am going to mention all basic things which all support engineers need to take care. Generally all new support engineers have same complain that client is not giving good response when they ask anything to client and due to that they can't able to fix issue in timely manner so below steps can be helpful you you as I have also faced similar things when I was fresher so just want to share my experience.
Generally when we connect with client , we need to manage time efficiently so that customer don't get frustrated. Client frustration generally happens due to many reason.Some times they don't satisfy with our product, Some times the previous engineer wasted more time of client like in my case I am tier 2 engineer so I work on cases which can't be fixed by tier 1 team and when I connect or contact client and they say previous tier 1 engineer already connected with our system for whole day so their frustration might come on you.
So best thing is that contact tier 1 person (he/she will your internal team member so you can do this easily I believe , in my firm we have all facility to contact them if they are available) and get all details whatever he applied steps or kba etc. so that things you don't need to apply again.
Make your execution plan and then contact client. Some times client don't allow you to connect with his system , that time you can take your supervisor help or your support manager help and do conference and they will try to convince client also make aware to client about your execution plan.
Don't get started with troubleshooting without getting details. Some times if you don't have enough knowledge about the functionality for what client is getting issue that time you can do similar stuff in your test machine and also read documents for that , also discuss with colleague if they already faced similar things in past with other client , read all knowledge base regarding this and then goahead ahd ask client for access.
Remember one point , if client can provide you separate machine then ask them to give you so that client/user can continue their work , mention everything in your first email , also make practice to copy your supervisor in all important emails as they have more experience and they know when your client will get frustrated. Also copy all relevant person in that email chain , some times person who opened case/ticket is different and person with whom you need to work is different , also some time you work on project case , that time you need to copy project manager as well so that they all get aware what are you doing. To keep updated all is always necessary and important like fixing issue.
If client issue is critical that time project manager/supervisor can provide you extra resources . some times make QA/developer available for you,. Because ultimate goal is to fix issue without any hurdle
and in proper time,In my firm also there is survey system so once I close case , my manager get survey response of client and it include in my performance, also remember when you close case , mention all details , all steps in your case notes so that in future if you need to open case then you will have it. And also send all details to client and give them your steps to fix issue, create knowledge base your side so that you/your colleague read this in future if they get similar issue
No comments:
Post a Comment