Discuss what information should be gathered from a customer when troubleshooting an issue.Discuss how to handle an initial phone call with a client, and note what steps or procedures might be followed in a professional phone call.List some of the tools that can be used to aid in computer support. Give examples of tools such as supported operating systems, technical documentation, or online help.Discuss the use of trouble ticket management software and call tracking software to ensure customer issues are resolved in a timely manner.
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