How to Save Time on Tech Support

If you've ever had to call a technical support line (also known as a help line) then you know how big of a hassle it can be. Most people who call these lines think that all the hassle is because of the quality of people they are calling but I can tell you for a fact the opposite is true...

It's often the caller who makes their call so difficult and I should know, having worked at a help line for quite some time. It's not that they are making their lives hard intentionally; they usually just don't know any better.

With just a few little tips I can help you make any future calls easier and shorter.

Know the error message.

If your computer is giving you trouble and shots up an error message, write it down! Not just the message either but also any error numbers it might give you. Trust me, if the computer is giving you an error the technician will want to know what it says and not just the parts you remember.

What have you done?

If it's worked in the past and now it's not, more often then not it's not because of something the technician changed but something you've changed. Ask yourself some questions before you call because I'll assure you the technician will be asking them to you: Did you install any new software lately? Have there been any updates? Could an update have occurred in the background? If it's a problem with the internet, do you have a firewall setup? Have you checked for viruses and or spyware lately?

The answers to all of those questions could be pertinent to solving your problem in a timely manner.

It's your fat fingers!

If you can't log in to your email or anything that requires a password, don't call tech support right away. The first thing you want to do is retype your username and password slowly. If that doesn't work, try it again. Only after the third try should you call into your support number. Ninety percent of the time just typing critical information slowly can save you from having to wait on the phone for an hour.

When in doubt, restart.

If a strange problem occurs that you can't seem to fix, save all of your work and restart. I can't begin to tell you how many problems are resolved simply by turning off the machine and starting it back up again. If the problem goes away, you saved yourself a call. If the problem comes back, you'll at least be able to tell the technician you tried restarting the machine.

Know your equipment

Even if you're not an expert, you should know a little about your machine. If the technician asks you what operating system you're using you should know if it's Windows XP, Windows 98, or Mac OS X. If your problem is with internet explorer, know if it's version 5, 6, or 7. It will make a difference and knowing the version could save you ten minutes of trying to fix the wrong problem.

Pass the torch.

If there is someone you know that is more computer literate then you don't be afraid to let them talk to the technician. They'd rather talk to someone who knows where the control panel is then someone they'd have to walk step by step and it will cut your call time drastically.