Scribd
Upload
16 views3 pages

Insiders' Viewpoints - Remote Support

vfg

Uploaded by

Elie Al-Hallak
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
16 views3 pages

Insiders' Viewpoints - Remote Support

vfg

Uploaded by

Elie Al-Hallak
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 3

Music In this video, technical support professionals will discuss

how they provide remote support to the clients. What are


some steps you go through when preparing to remote into a
client’s computer? How do you prepare them and talk them
through the steps you’re taking to help solve their issues? So
here at Meta, the main thing we do is that is we connect in a lot
of the time. We're moving away from the way we interact with
people on a certain level, but basically, we try to let them
know, like, "Hey, is it all right if we share your screen?" And for
some places, it's not as easy, but we can just click a button after
they say yes. And we just kind of take over and they they're
happy with it. At previous places, it's we have to request the
entire number to enter in the system to remotely connect. And
typically, we will want to ask them like, "Hey, close anything
you don't want me to see, and then I will take over." Gaining
remote access into the customer system can be very difficult at
times. Yeah, sometimes they're calling they're just looking for a
quick answer, a quick fix and they think that getting into a
remote session is just going to prolong their call, and they don't
have time to do that. Oftentimes too, it depends on who the
customer is you know. If it's somebody you know if your
company is making products that are consumed by, you know,
other companies, you’re used to dealing with folks that work in
IT, and it's a lot easier because they understand remote access
and are often quick to allow you into their system because they
know that they can get their resolution potentially that much
faster, but if it's, you know, let's say it's a consumer product,
you know, it's a USB driver, you know replacing a hard driver or
a camera that they purchased, it's not connecting to their
laptop, they can be really hesitant to allow you to connect to
their machine. Which is completely understandable. They may
have things like their tax return stored on there or other
sensitive types of information, and they also seem to think that
after we hang up the call that somehow magically, we can just
get back into the machine we want whenever we want to. So,
the first thing that you want to do is allay any fears that you
know your customer might have with you know a remote
connection, you want to explain to them why, you know, you
would like to access their machine remotely and how much
time you can save them and that they'll be able to see
everything that you're doing while the remote session is in
progress and that you won't do anything without their
permission. So, if you're patient and you gently explain these to
these things to them, you'll probably have a better experience.
Remote technical support is both a great benefit as well as it
can be pressurizing for the agents. It can be helpful because a
lot of times, you're trying to walk customer into a particular,
you know, walk through a particular solution, and they might
be doing something different from what you're telling them. So
being able to try things out yourself makes it a lot easier with
access to the desktop. But at the same time, the customer is
watching you do certain things, so you need to be good at what
you're doing. You need to really understand and make sure you
have good skills in the system or the application that you're
trying to debug or resolve the problem for remotely.

You might also like