Some Tech Support reps are nervous about asking whether something is possible when the request appears to be beyond the generally assumed scope of their company's support.
It's hard to think about going "above and beyond" when a product or service is new to you , but once you have some experience with what you're supporting, don't be afraid to look beyond the scope of what you've been trained for and consider offering support that goes "Above and Beyond"... provided you know how far you personally are capable of going.
One other thing to consider: If you're going to go "above and beyond", make certain you document what you've done and what you've offered in considerable detail and set the customer's understanding that what you're doing is a little farther than some would give...
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