Tech Support - Welcome to My World

[Sonerai13]

Howdy fellow Sonex folks,

The following is a link to an article that first appeared in Kitplanes magazine a while ago. Both Kerry and I contributed to the article. It is a pretty decent explanation of the current state of affairs in the tech support realm.

I'd appreciate it if y'all would give it a read, and share it with other builders who may not be a part of this forum. Pay particular attention to the "Tips for Smooth Tech Support" near the end of the article.

Thanks!

http://www.avweb.com/eletter/archives/1 ... ail#226817

[Sonex1517]

Great article.

I successfully built a Sonex and flew it - and it was one of the single most challenging things I have ever undertaken.

Without the tech support at Sonex I would never have completed it. And yes - they feel like family.

Once or twice I got too grumpy, or sent unwise words out of frustration. I should have known better. But those moments were handled well at the other end.

I also did 7 years of technical support in my career for a high tech company, with varying degrees of understanding at the other end of the phone. Since then, I have spent the past 4 years and 9 months being a technical trainer - there are many parallels.

The article has a great quote:

The challenge for the tech support person is to try to deduce the experience level of the caller and to couch their advice in appropriate terms for that person's experience. This is like a teacher whose job is to find the explanation that resonates with their student's particular style of learning. Sometimes the teacher gets it right and a eureka moment is shared, but other times, they get it wrong and the student feels like their ego has been stepped on, or that they are flailing in the deep end with a life preserver just out of grasp.

So true.

Great article guys! And thanks for the help!!!!