John Kroll 5-30-2012 IT284 : Week 1 Checkpoint 1

As a customer support technician the many tools we have at our disposal allow many ways to communicate on a personal level with our customer as well as between other technicians and management personnel. I believe a basic form of instant messaging is totally necessary that way you can get down to one on one with the customer and find out what their individual needs are. Another great tool we could use almost any time is the ability to see our customers computer screen that way we can get a firsthand look at what the issue is and will then be able to easily help them remedy the issue. Email is a great tool but it is not always as quick as we need the may need the answer back. When I become a computer support technician I would make sure to have all of the tools available to me from email programs and instant messengers. To the latest software for remote computer viewing and make sure I was up to date on of the programs I would need to use to do so. Being able to communicate with the customer is a necessary thing in any technical support position. Sometimes it may even be necessary to talk with the customer one on one via the telephone or face to face if you run a mall computer repair shop.