More than half my career has involved customer facing technical roles. In my final role, I provide technical support for an enterprise software product. We all have tales of being frustrated with technical support (especially when they’re reading from a script). Have you ever thought about the frustrations the support rep faces on a daily basis? In this series we’ll focus on the items that lengthen the time to resolution of your technical issue.

  1. Opening the Ticket with the Wrong Team
  2. A Meaningless Problem Title
  3. Poor Problem Description
  4. Log Files: Why is this so hard?
  5. “Severity” and the Art of Fairness
  6. Contact Information and Availability
  7. Our Contact Information and Availability
  8. Silence
  9. Arguing