Tech Support exists because consumers do not know how the expensive products and services they purchase work. Most of the time, a Tech Support rep's job is to help their customers learn how to use what they've already paid for.
The rest of the time, Tech Support is there to fix what turns out to be broken, whether due to a flaw in the product itself or due to what is gently referred to as "pilot error". Again, this usually is not the customer's fault because they don't understand what they did wrong in the first place.
One of the greatest services you can perform for a customer is to help them learn how to troubleshoot - when stepping them through the process of diagnosing an issue, if it's one that they can fix, you can show them what to look for and what to do to resolve the issue.
Each time you teach a customer how to troubleshoot an issue, you build their ability to help themselves and, when they do have to call, they might just have done some of the work for you.
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