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Abhann
Abhann

Posted on • Originally published at linkedin.com

Getting Into Tech Support

Contrary to my intentions, when I joined Tek Experts, quickly diving into tech writing, around the Microsoft products subject matters.

A rethink, made me opt to take some time to fully immerse myself and understand the role I took on, becoming a technical support engineer.

I concluded, writing the articles afterward would exude more clarity in this two part series.

You see, back in university, final year precisely, when the tech space was introduced to me and my peers, everyone wanted to quickly integrate themselves into any of the coding languages

It felt like a step in the right direction, towards financial freedom, and More so, it was the only definition at the time of being known as a Tech Expert (pun intended), a programmer, if you may.

After school, I got introduced to Tech support, and it never really felt like a job with a career path within it then, so I never took much liking to it.

But ever since joining Tek Experts, it got redefined, you see, solving a technical issue, really meant relating with a customer on the terms that you could effectively communicate and also understand what mistake they made, if they did, what they want (their business requirement), and how best to implement it for them.

Of course, sometimes, we can't always give them what they want, and that's where emotional intelligence comes in, as well as having a well-rounded user experience on the product.
It's guaranteed(not 100%), that if you can provide a workaround, and talk about the product like you understand because indeed you do, you will leave the customer satisfied, and all these are imbibed in the Tek Experts culture -

I don't want to dive straight into products in this article, I just wanted to outline that, as a Technical support engineer, you really are an effective communicator, an agile thinker, a user experience expert, if you may, you will even learn to be a product designer, from your user experience expertise of course.

With all these skills, you become an efficient problem solver, and a more effective approach to problem-solving is to never make the problem too big. There is always a solution or workaround if you think bigger than the problem itself.

It's easy to only focus on the technical details of the role, but in turn, it might make the job harder in most cases, to effectively manage.

Special thanks to my team, I am building upon what I have taken from my first year at Tek Experts, it's not an easy journey, but it's been worthwhile, and now I can effectively talk about technical errors, scenarios, and how best to resolve them, ranging across all Microsoft products, based off my experience and usage.

I look forward to sharing weekly articles here, but before the next article, I will leave a quote from Naval, โ€œif you donโ€™t love the product, and you donโ€™t love the team, you wonโ€™t go the distanceโ€.
So I say, put in the work, stay consistent, and in turn, youโ€™ll develop the leverage to succeed in this role.

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