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be organised
if you have questions that you need to ask first before the troubleshooting keep them in front of you all the time.
Listen more than you talk.
keep it quick.
Get the clarity on the issue or the problem. Ask as many question as possible to understand the issue. Document the information in a request management system or any other platform which is easily sharable. This will help in looking into the issue while follow up. Provide the timeline by when you will be able to provide the requested information. While answering to the query ensure to follow the step by step process and clearly mention that so that it becomes easy for the client as well as any support staff.
ask the support problem in detailed them analyzed it then do the troubleshooting step by step base on the report, after do the troubleshooting make a analyze report so that if he/she ask for the support again you know what is the history of he/she report and also you know the procedure what you have done.
Attention to details
Documenting problem, action and solution taken in a knowledge base
