Customer support is a tricky job. Here are a few ways you could train yourself to be an awesome support rep.

1. HOW TO BE AN AWESOME
SUPPORT REP

2. So, you just got hired as a customer support agent.
Congratulations!
But.. what next?

3. You need to get up to speed with the product now.
Every feature
Every itty bitty bug
Every hack
Every trick
Not very easy, is it?

4. Fret not. When it comes to customer
support, you learn by doing.
Here’s how..

5. 1. Devour the Knowledge Base
Learn to solve frequent problems by
reading the knowledge base articles.

6. Learn the product without disturbing your fellow agents!
Get to know tips, tricks, hacks and workarounds
about your product, and what it can and cannot do.

7. 2. Make tickets required reading
Tickets teach you company’s:
• tone
• voice
• problem hotspots
• policies

8. You can pick up a LOT from support tickets.
Supervisors are wary about
giving newbies access to tickets.
No worries though! Ask for
read/view access.

9. 3. Get yourself a support buddy
Understand the nuances of support
that are not usually documented.

10. Bond with a veteran to become one.
Go on and observe a pro at work.
Learn how they manage time,
approach a problem and deal with
frustrated customers.

11. 4. Learn from past phone calls
Know that the art of phone support is more about
listening and less about solving problems.

12. By listening to experienced agents solve
problems, you’ll be able to discern your
team’s voice and tone easily.
After all, customers just want to know that you care.

13. 5.Try doing mock calls
Sharpen your skills by doing
mock calls with senior personnel.

14. Get senior agents to play the role of a customer
and throw day-to-day situations at you.
Charming customers is way harder than you think.

15. 6.Take cue from canned responses
Go through the canned responses and see
if you would answer along the same lines.

16. Personalise canned responses and make it your own.
Reply templates and canned responses are
made to save agents time.
They tell you a lot about the frequent
problems your support receives.

17. 7. Pass a product quiz successfully!
Take quizzes on the product to test
your knowledge.

18. Throw test scenarios at each other and gauge
how empathetic and helpful you are each time.
Acing a quiz will give you much needed confidence.
(Or just ask a senior agent.
They’ll be happy to help.)

19. And don’t worry about making
mistakes. Even the most experienced
support reps occasionally stumble.
You are now on track to being an awesome support rep.

20. “Behind every slideshare is a great blog post.”
Read more about the 7 ways to train yourself to
be the next awesome support rep