Best Communication Practices for IT Tech Remote Support

Communication is the most important thing when being an IT technician. Communication is even more critical if you’re performing remote support, where you can’t interact with the individual personally.

Effective communication can be the deciding factor when it comes to the pace and discreetness with which technical issues can be resolved for clients or team members. In this article, we shall address the best communication methods for providing remote IT solutions.

Be Clear and Simple

Speaking clearly and in simple terms becomes very important, and even more so when receiving technical call requests. Technical terms are unfamiliar to people, so simple terms are required. Jargon and technical terms must not be used, and the customer may not understand them.

For instance, if a person has a computer problem, instead of the general “Reboot the system and reset the cache,” more reassuring for him will be, “Turn your computer off, wait for two seconds, and then reboot.” That way, he has a precise idea of what has to be done without intimidation.

Be Patient and Empathize

Remote support can be annoying because a customer can be frustrated and confused. However, patience and understanding must be practiced when balancing their plight. You must know the problem and tell him that you understand his frustration. 

For example, saying, “I know this must be very frustrating up till this point, and I will help in solving the problem to the best of my abilities,” builds trust and signals that you wish to solve the problem. Remember, the person you’re helping may not be familiar with such devices, so take your time explaining what must be done in a soothing and sympathetic voice.

Ask the Right Questions

The proper questions need to be asked if you will troubleshoot any issue. To start, learn as much as can be discovered about the problem. If someone’s phoning with a slow computer, besides asking, “What’s the problem?” try more specific questions such as:

“When did you know there was a problem?”

“Has anything recently happened on your computer?”

“Is the computer slow for all programs or just a subset?”

Detailed questions will enable you to gain the necessary information and arrive at a solution quickly. They will also showcase your professional and systematic approach.

Listen Carefully

When you’re on the call with someone and juggling other tasks, distractions quickly crop up. Listening is one of the significant skills for an IT technical professional. You need to complete the necessary details to troubleshoot what needs troubleshooting.

Please heed what the customer said: Restate what they’ve said to be confident you understand them. An example of this is You can say, “Just to be certain I understand, the problem began when your computer froze up immediately after opening up a program, did it not?” That’s how you know you understand and don’t mess anything up.

Be Brevity in Written Correspondence

If you’re helping via email or chat, clarity and concision of the message are critical. Few people can afford the time to read lengthy and convoluted descriptions. Instructions need to be concise and straightforward.

Instead, send simple messages such as, “Check your computer’s settings and purge your cache files. If this doesn’t cure your problem, then purge unnecessary files. This should smooth your computer’s performance.” 

An example of a similar message can be, “Check your computer’s settings and purge unnecessary files. Your computer will be faster.” This provides explicit, step-by-step instructions for the individual to perform without including anything extra.

Employ Visual Aids Where Necessary

Talking to someone about a technical difficulty can sometimes be impossible or hard without being present. A drawing, video, or screenshot can be used if words can’t be said. If assisting someone with troubleshooting on their computer, sending them a screenshot of where they need to click can be very helpful.

You can also create short video tutorials for explaining steps or solutions. This is a video instructional tool, and this will be beneficial for not-so-technical clients.

Establishing Clear Expectations

There must be proper communication with the customer to provide competent technical support. This means explaining the expected turnaround on their problem and letting them know what they can expect.

For example, if diagnosing connectivity issues on the internet, the technician can say, “This will take 15-20 minutes of examination and a couple of settings. I will then inform you if we need to take anything more.” This process puts the customer at ease by telling them what they can expect, reducing the apprehension related to the process.

Follow up after Resolving the Problem

Once the problem has been resolved, check in with the customer to see if everything still stands. This can be a simple check-in message or email checking in and assuring them they still get top-shelf treatment, reminding the customer you’ve got their best interests even after there’s been a problem.

Conclusion

Starting a career in the technical industry while working from home can be challenging. How do you explain technical terms when you can’t even view the customer’s face, for instance? Good communication is paramount but not always easy. 
Future IT experts can be the best in their field by practicing respectful, patient, and clear communication. The best news of all? These skills don’t stop when the day ends; they’re for life. Ready to take your first step towards a flourishing IT career? Start with the basics: listen, explain, and resolve. The future of technical support begins with you. Enroll now at Northwest Career College today!