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https://asq.org/quality-resources/problem-solving
1. Define the problem. Diagnose the situation so that your focus is on the problem, not just its symptoms. Helpful problem-solving techniques include using flowcharts to identify the expected steps of a process and cause-and-effect diagrams to define and analyze root causes.. The sections below help explain key problem-solving steps.
https://en.wikipedia.org/wiki/Computer_support
Technical support (often shortened to tech support) refers to services that entities provide to users of technology products or services. In general, technical support provide help regarding specific problems with a product or service, rather than providing training, provision or customization of product, or other support services.
https://www.talkdesk.com/blog/10-steps-to-effective-problem-solving-for-call-center-agents/
Jul 14, 2014 · However, in order to be skilled at problem solving, ... Clearly define the problem. Once you have completed steps 1-3, it is time to not only clearly define the problem but also to define what the customer wants or needs. ... Can someone from another department (i.e., tech, marketing, sales, support) help me resolve this issue? Does management ...
https://en.wikipedia.org/wiki/Problem_solving
Problem solving consists of using generic or ad hoc methods in an orderly manner to find solutions to problems. Some of the problem-solving techniques developed and used in philosophy, artificial intelligence, computer science, engineering, mathematics, or medicine are related to mental problem-solving techniques studied in psychology
https://www.thebalancecareers.com/technical-support-engineer-skills-2062490
Problem-solving is a world in which good tech support engineers excel. He or she has to carefully listen to the user’s concerns, figure out exactly what the problem is, and come up with a plan for resolving the issue. This often involves creative problem-solving strategies.
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