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How can technical support professionals build confidence in their work?

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Technical support professionals often face challenging situations, such as dealing with frustrated customers, solving complex problems, and learning new technologies. These situations can affect their confidence and performance, especially if they receive negative feedback or lack support from their peers and managers. However, confidence is not a fixed trait that some people have and others don't. It is a skill that can be developed and improved with practice and reflection. In this article, we will share some tips on how to build confidence in your work as a technical support professional.

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Patrick Fischer

Creative Solutions Based Thinker
Nawal AlMalik

HR Operations Specialist | SAP Concur Expert | Expense & Benefits Management | IT & HR Systems Integration | ITIL4…

1 Identify your strengths and weaknesses

One of the first steps to building confidence is to assess your current skills and knowledge, and identify your areas of strength and weakness. This will help you to recognize your value and contributions, as well as to set realistic and achievable goals for improvement. You can use various tools and methods to evaluate yourself, such as self-assessments, feedback surveys, performance reviews, or certification exams. You can also ask for feedback from your customers, colleagues, and managers, and use it to identify your strengths and areas for development.

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2 Learn from your mistakes and successes

Another way to build confidence is to learn from your mistakes and successes, and use them as opportunities to grow and improve. Mistakes are inevitable in technical support, but they are not failures. They are feedback that can help you to identify what went wrong, what you can do better, and what you can avoid in the future. Instead of dwelling on your errors or feeling ashamed, try to analyze them objectively, take responsibility, and find solutions. Similarly, successes are not luck or coincidence. They are results of your hard work, skills, and knowledge. Instead of dismissing them or taking them for granted, try to celebrate them, acknowledge your achievements, and share your best practices.

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3 Seek and offer support

A third way to build confidence is to seek and offer support from your peers and managers. Technical support can be stressful and isolating, but you are not alone. You are part of a team that shares the same goals and challenges. By seeking and offering support, you can create a positive and collaborative work environment, where you can exchange ideas, advice, and feedback, and learn from each other. You can also build trust and rapport with your customers, by listening to their needs, empathizing with their emotions, and providing them with quality service.

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Patrick Fischer

Creative Solutions Based Thinker
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I am an avid mentor, and student. I firmly believe you have to submit in any pursuit and prescribe to humility. When seeking support - try to answer questions on your own first, write them down (MS-OneNote is a beautiful tool) and then define the answer for your understanding. When you then ask for support from a peer or other source, it will help you in many ways bridge the gap of what your peer can offer for education and what you need to feel truly confident in your understanding of the question. When offering support, remember this - if you give them fish, they will never learn how to fish. Questions like “and how do you think that works?” Or “where would you look to find that?” Open the door to a stronger education for your peers.

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4 Keep learning and updating your skills

A fourth way to build confidence is to keep learning and updating your skills, and stay on top of the latest trends and technologies in your field. Technical support is a dynamic and evolving profession, where new tools, systems, and processes are constantly introduced and changed. By keeping up with these changes, you can enhance your competence and credibility, and provide better solutions to your customers. You can also expand your horizons and explore new areas of interest, by taking courses, reading books, watching videos, or joining online communities.

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Patrick Fischer

Creative Solutions Based Thinker
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Move towards what interests you (bonus points if it drives you!), and where you are uncomfortable. In the discomfort you will find many challenges, the first of which in my experience is the challenge to the question: “why are you here?”. Define how you learn: video, hands on, reading, listening, etc. then advocate for yourself in that way “I hear what you are saying, how can I practice that?” “I am reading the words, but is there a good youtube channel that covers this topic?”

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5 Practice positive self-talk

A fifth way to build confidence is to practice positive self-talk, and replace negative thoughts with positive ones. Negative self-talk is the inner voice that tells you that you are not good enough, that you can't do something, or that you will fail. It can undermine your confidence and motivation, and affect your performance and well-being. Positive self-talk is the inner voice that tells you that you are capable, that you can do something, or that you will succeed. It can boost your confidence and motivation, and improve your performance and well-being. To practice positive self-talk, you can use affirmations, compliments, or gratitude statements, and repeat them to yourself regularly.

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6 Track and measure your progress

A sixth way to build confidence is to track and measure your progress, and see how far you have come and how much you have achieved. Tracking and measuring your progress can help you to monitor your performance, evaluate your results, and recognize your improvement. You can use various tools and methods to track and measure your progress, such as logs, charts, reports, or portfolios. You can also set milestones and rewards, and celebrate your accomplishments. By tracking and measuring your progress, you can see your confidence grow and your work flourish.

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Patrick Fischer

Creative Solutions Based Thinker
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Race against yourself, forget everyone else in the room (harder, vastly harder than it sounds). Look back a year, 3 years, 5 years - are you happier? What have you taken away from life? Push yourself to be honest, sometimes we sacrifice certain things in pursuit of others, no game of chess worth playing has been won where pieces were not lost.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Nawal AlMalik

HR Operations Specialist | SAP Concur Expert | Expense & Benefits Management | IT & HR Systems Integration | ITIL4, CITSM, PMP Certified | 10+ Years in IT Support & Delivery | Passionate About Tech-Driven HR Solutions
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Set realistic goals Define clear and realistic goals that align with your career aspirations and professional development. Break down larger goals into manageable steps, creating a roadmap for your journey. Setting achievable goals provides a sense of direction and purpose, allowing you to track your progress and celebrate milestones along the way. Ensure that your goals are specific, measurable, attainable, relevant, and time-bound (SMART), facilitating a structured approach to skill development and confidence-building.

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How can technical support professionals build confidence in their work?

1

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3

4

5

6

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1 Identify your strengths and weaknesses

2 Learn from your mistakes and successes

3 Seek and offer support

4 Keep learning and updating your skills

5 Practice positive self-talk

6 Track and measure your progress

7 Here’s what else to consider

Technical Support

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How can technical support professionals build confidence in their work?

1

2

3

4

5

6

7

1 Identify your strengths and weaknesses

2 Learn from your mistakes and successes

3 Seek and offer support

4 Keep learning and updating your skills

5 Practice positive self-talk

6 Track and measure your progress

7 Here’s what else to consider

Technical Support

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