Discovering that your production has halted because of a software problem can be worrisome. Most clients have tried to troubleshoot the problem themselves and have reached a dead end. They are relying on support to give them answers. Quickly understanding the problem, adjusting support instructions to make sure that clients are easily able to follow through and making sure the clients are comfortable varies from client to client.

Reducing technical jargon to plain speak for novice users, or using advanced terminology and methods with experienced users requires modifying troubleshooting methods on the fly. Providing clients with solid answers that suits their needs is a hallmark of my philosophy of support. On going extensive continuing education is required to keep up to date with current changes and new applications.

Applications frequently supported

Microsoft 365 suite (Office-Word, Excel, PowerPoint, OneDrive, SharePoint, Outlook, Teams) including lesser known applications integrated into Teams, Python in Excel, CoPilot for Word, Excel, PowerPoint and Edge, Chat GPT, Power Apps, Power Automate, Power BI.

Multifactor Authentication- Citrix, Ivanti, Microsoft Authenticator, Duo

Adobe- Creative Cloud, Acrobat, Acrobat DC

Part of providing comprehensive customer support is assisting clients with more fully utilizing the capabilities of an application or using the correct application, in order to streamline their work. The variety of ways that work can be done has grown exponentially. It is critical for efficiency that the proper application and the correct features are used within the application. Or conversely their organization has migrated to an entirely new software and in depth learning is required.

These are longer conversations. Analyzing the clients work flow, recommending best fits and training clients in how to use these features or applications. Clients may have preferences that they have established through the years, and these pre-existing wishes must be considered. Having to change can to a new application can be unsettling. It’s important to guide clients in a gentle reassuring manner.