HOW TO BE AN AWESOME SUPPORT REP

So, you just got hired as a customer support agent. Congratulations!

But.. what next?

You need to get up to speed with the product now.

Every feature

Every

itty bi

tty bu

g

Every hackEve

ry tric

k

Not very easy, is it?

Fret not. When it comes to customer support, you learn by doing.

Here’s how..

1. Devour the Knowledge Base

Learn to solve frequent problems by reading the knowledge base articles.

Learn the product without disturbing your fellow agents!

Get to know tips, tricks, hacks and workarounds about your product, and what it can and cannot do.

2. Make tickets required reading

Tickets teach you company’s:

• tone • voice • problem hotspots • policies

You can pick up a LOT from support tickets.

Supervisors are wary about giving newbies access to tickets.

No worries though! Ask for read/view access.

3. Get yourself a support buddy

Understand the nuances of support that are not usually documented.

Bond with a veteran to become one.

Go on and observe a pro at work.

Learn how they manage time, approach a problem and deal with

frustrated customers.

4. Learn from past phone calls

Know that the art of phone support is more about listening and less about solving problems.

By listening to experienced agents solve problems, you’ll be able to discern your

team’s voice and tone easily.

After all, customers just want to know that you care.

5. Try doing mock calls

Sharpen your skills by doing mock calls with senior personnel.

Get senior agents to play the role of a customer and throw day-to-day situations at you.

Charming customers is way harder than you think.

6. Take cue from canned responses

Go through the canned responses and see if you would answer along the same lines.

Personalise canned responses and make it your own.

Reply templates and canned responses are made to save agents time.

They tell you a lot about the frequent problems your support receives.

7. Pass a product quiz successfully!

Take quizzes on the product to test your knowledge.

Throw test scenarios at each other and gauge how empathetic and helpful you are each time.

Acing a quiz will give you much needed confidence.

(Or just ask a senior agent. They’ll be happy to help.)

And don’t worry about making mistakes. Even the most experienced support reps occasionally stumble.

You are now on track to being an awesome support rep.

“Behind every slideshare is a great blog post.”

Read more about the 7 ways to train yourself to be the next awesome support rep