Here's how you can excel in technical support by harnessing confidence.

Lean into what you know of the system you're working with. Do not be afraid to answer questions with "Let me check/Consult with the developers" Try to keep on top of your system/tech knowledge, but work with the teams alongside you. There's no shame in admitting you do not know the answer a specific query, work with the teams around you to find the answer and keep communication open.

You don't need to know everything, but understanding common issues and how to resolve them is crucial. Regularly update your skills with the latest technology trends and solutions. When you're knowledgeable, it's easier to communicate with authority and calmness, which in turn inspires trust in your clients. Remember, confidence is contagious; when you're confident in your abilities, users are more likely to feel reassured that their problems will be resolved.

Read the query 2 or 3 times. Yes you will miss points or details even after that many re-reads, happens to everyone. But ask for clarification on any points you may have. For example, "Is this the Test environment or Production?" Everyone doubts their abilities and second guesses are common when faced with questions. Do not be afraid to ask for clarification if you doubt your understanding, the person asking the question will gladly clear things up.

Explanations from heavily tech-centric colleagues involve a lot of terminoligy that is used amongst developers, QA and Support. The trick to Support is translating these terms into words anyone can understand clearly. Break the errors or logs down into a language anyone can understand. Simplest example: "Timeout Period has occured" What you say to the person asking: "This system hasn't replied to our requests in the timeframe, they need to respond within (XX) seconds or they get this error"

Support is a thankless job a majority of time, but it's no-ones fault. You will only hear from people when they have issues and are stressed beyond measure, that's the nature of our role. Take it on the chin, the Support role requires a thick skin as most only talk to you when there's issues and you take the brunt. On the flip side, you see the end-user experience and the problems that entail, giving you a unique perspective of the product, meaning the teams alongside you will come to you for advice or a deeper understanding on how the end-user interacts with what they are working on.

Our job is to solve the technical problems of our customers. By focusing on achieving successful outcomes, we can stay positive and motivated. A results-oriented (and grow) mindset helps maintain a proactive and solution-driven approach, mostly when facing challenging issues.

To be patient, it’s essential to understand the customer’s needs. This means empathizing with their situation. When you grasp what the customer is going through, you can address their issues more effectively and with compassion. Patience stems from this understanding, as it allows you to remain calm and focused on finding a resolution. Recognizing that customers may be frustrated or stressed helps you to respond thoughtfully and supportively.

After reflecting on the interaction, it is very important to document it, especially if it involves a new issue. This ensures that all details are recorded accurately, which can help in identifying patterns and preventing future occurrences. Documentation also provides a valuable reference for your future self and other team members. By keeping thorough records, you contribute to continuous improvement and effective problem-solving.