How to Escalate a Technical Support Issue: My Advice From Working Both Sides

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Everyone has been there. The Internet goes down. Your unsaved work is lost. The application isn't syncing or says it is incompatible. Any number of technical issues come up and if you can't fix them yourself, then it quickly becomes a crisis that involves calling technical support. No one likes it, it is true. So how can you influence getting your issue ticket resolved faster? Try these 4 tips:
  1. Take screenshots
    • Document it if you can! If your issue is escalated from one technician to another, most likely your case has notes attached to it that explain what happened. If you are lucky enough to have online submissions, do some of that leg work yourself. Explain exactly what happened. Did the error pop up 5 seconds after you clicked the link? Before or after the Java loading screen? Did it give you a specific error code message? Take pictures using the PrtScn button and you will help the smart ones understand the problem that much quicker.
  2. Rate the priority truthfully
    • Don't lie. Really. A P1 issue means everything is down for everyone so don't label your issue at this level until it truly is the case. Even if you think you will get a response quicker (which may or may not be true...) when they downgrade that priority level for you, you actually go backwards in the process and it will take longer to get the right person with the right skills to help you. Most companies describe exactly what a "Priority Level 3" vs. "Priority Level 4" is and so choose the appropriate one and you will not get hassled by queue lines.
  3. Pause (maybe even count to 5)
    • I know patience is the last thing you have when dealing with a technical issue, but don't forget to breathe. Let the technician ask his questions, answer them, and wait for the next one. Wait longer... There will be a lengthy time in between because (see #1) they are documenting what is said. Don't feel like every silence means you need to continue talking with more detail or share your emotional turmoil. Let them guide the conversation because, well, they are the experts, otherwise you wouldn't have called them in the first place.
  4. Follow up
    • One thing that you can do proactively is to call and ask about the status of the case. There is no harm is asking what the latest step has been and when it was done. Your call will likely be noted and as long as you aren't recounting your issue every time it can show that you are willing to be available for follow up questions if needed. Know the difference between friendly reminders and pesky nagging and don't do it too frequently.

I hope these tips help! Let me know if you have had a recent positive tech support experience and what you think made the difference. Do you think your attitude affected how soon your issue was resolved?


About Post Author

A consultant in the software sector, I love to write about the challenges and opportunities that I run across on a daily basis with clients, colleagues, and even friends. There's inspirational lessons to be applied to business practices everywhere!

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So if you want to be happy at work like I am, then thanks for being a reader! I am a consultant that travels constantly and is always working with new people. I love what I do! I'm formally trained with an MBA and BS Engineering. At home and in my free time, I like to drink beer, travel, garden, read, hike with my dog, and play board games.

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