tech support
Why Can’t I Talk to a Real Person?
There are many reasons you’re more likely to be directed to online and self-help resources than be able to talk to a real person.
So You Want to Work a Helpdesk
What’s most important when trying to help people struggling with technology?
Is Outsourcing Tech Support Evil?
Cost-cutting by sending tech support overseas is often derided as a terrible move, but it’s not the location that matters, it’s the quality.
What Information Should I Provide When Asking for Help?
When asking for help with tech, “it doesn’t work” isn’t enough. The more details you share — what happened, what you expected, steps you took, and changes you’ve made — the better your chances of getting useful answers. Learn what to include to stack the odds in your favor.
Reboot or Power Down: Why Do So Many Tech Support Solutions Start with That?
The first thing a diagnostic technician may ask you to do is reboot your computer. Why?
Technical Support is Hard
I was thinking about it the other day and realized that Ask Leo! places me in the role of technical support engineer. Doing that has given me some insight into what it takes, how technical support can succeed, and why it fails so often.
