The majority of Tech Support these days happens over the telephone. Most telephone tech support happens over a telephone headset. It used to be that these headsets were pretty rudimentary and not all that sensitive.
However, that's not the case anymore. Headsets pick up all kinds of sounds - typing, writing (I get customers speculating on my typing speed), the sounds of your coworkers who are also on calls... and anything that you're doing with your mouth is picked up clearly on the phone.
This is something you should always be aware of - customers can hear heavy breathing, snuffling, coughing, wheezing, and most definitely eating and drinking. There are some things you can do to mitigatge the sounds you can't eliminate - mostly by moving the boom "mic" away from your mouth a bit and calibrating with a friend or coworker - have them call you or you call them and then work to determine a "good" distance for your mic to be from your face. The voluntary sounds are just that - voluntary. If you absolutely have to take a drink or eat something while you're on the phone with a customer, excuse yourself and use the mute or hold button.
Remember, they can hear us just as well as we can hear them!
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