Tech Support is full of forms, formats and "expected information" - in most cases, you'll wind up with templates to use for recording case information, escalating cases, and in some cases even formats for responding to customers via email.
I've mentioned writing everything down previously, and this is another piece of the puzzle. If at all possible, use macros, "hot keys" or programmable keypads to "pre-load" standardized template information - one click is always faster than copy/paste, and that extra moment or two you have where you don't have to go looking for that one piece of information could add up to more time to get the actual work done, and better metrics overall.
Right now, I'm using a USB programmable keypad which I've loaded with a number of templates and stock responses for email. I like this one because I can change key assignments on the fly (which is good for changing the "notification of issue" hotkey to the "resolution of issue" hotkey when said issue has been resolved). Anything that lets you substitute one keystroke for six or more is a good thing.
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