Build Connections

You've probably heard the saying, "It's not what you know, it's who you know."  In Tech Support, it's a combination of what you know and who you know.

It's the nature of the industry that products are so complex at this point that no one really knows how all of any one product actually works. This is more true of software-based products than hardware, but that's another blog post entirely.

One of the things you can do to make your job easier is to make connections between yourself and Subject Matter Experts (SMEs) - people who know a particular product, or part of a product, backwards and forwards. Getting on friendly terms with a SME will give you a valuable resource when you hit the boundaries of your experience or knowledge with that product.

Build connections with the support staff - receptionists, facilities, security - of you become a person to them, you're someone they'll be more inclined to want to help you, even in circumstances where the issue is "I was dumb and ..."

Build connections with other departments in the company - that way if an issue goes beyond the product or service you're supporting, you have someone you can talk to who might be able to help, and that means you don't have to foist the customer off blind to another department. Customers like it when you can provide a clear path to solving their problems. You'll know who to ask, or at least who you can ask about who you should ask.

Build Connections.  It helps.