- Discuss what information should be gathered from a customer when troubleshooting an issue.
- Discuss how to handle an initial phone call with a client, and note what steps or procedures might be followed in a professional phone call.
- List some of the tools that can be used to aid in computer support. Give examples of tools such as supported operating systems, technical documentation, or online help.
- Discuss the use of trouble ticket management software and call tracking software to ensure customer issues are resolved in a timely manner.
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