What are some of the most important job skills as a technical support agent, for troubleshooting a computer user’s issues

topic: “What are some of the most important job skills as a technical support agent, for troubleshooting a computer user’s issues?”

below is some ideas for the layout of the paper. 

            title page 

            intro: what is troubleshooting? 

            troubleshooting/technical support agent skills

                a. communication skills – like basic listening, active listening, critical questions ( to elicit information from users) 

                b. information resources – finding information to help the agent find a solution to the technical issue

                c. scripts and checklists 

                d. knowledge bases 

                e. coworkers and other professional contacts to ask questions to

             citation page 

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instructions: 

Written assignment should include a cover sheet, three full typed pages (maximum), and a reference page using APA format in Microsoft Word (total of five pages) and attached in the assignment submission area of the respective assignment to SafeAssign. You must reference a minimum of five (5)scholarly references.

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