When a person chooses to work in a support position, there are a few skills that he/she should ensure to possess for success in such a role. One of these crucial skills is patience, not because the other user will purposely exhaust the support person, but because the person seeking help may struggle to explain the issue directly and require assistance in articulating it. This is normal, as if they already knew how to describe the problem, they would have made progress toward finding a solution. Therefore, it is essential for the support person to cultivate patience as a skill rather than merely pretending to have it, and to make it a part of their lifestyle through consistent practice and training.
Another skill that should be included is Sympathy. While the support person is fulfilling their job and getting paid to assist, it’s essential for them to genuinely empathize and feel sorry for the other person who is facing an issue. Authenticity is key, as users can discern when someone is merely pretending to show sympathy. By demonstrating true empathy and compassion, the support person can create a supportive and comforting environment, making the user feel heard and valued during their time of need.
Thinking out of the box is one of the most important skills that a support person should possess. Often, users may have already attempted or explored most of the known solutions to their issues. In such cases, the support person must possess an open mind and think creatively, considering multiple solution paths. Embracing innovative thinking allows the support person to offer fresh perspectives and explore unconventional approaches, increasing the likelihood of finding the most effective resolution for the user’s problem.
Communication skills are undeniably one of the most important skills a support person must possess. It’s not just about talking, but equally, if not more, about listening. When the user feels that you are genuinely attentive and trying to understand their issue, a sense of comfort and relaxation sets in. Knowing that a professional is invested in comprehending their concern and providing assistance, the user begins to feel assured. The art of active listening not only establishes trust but also creates a conducive environment for effective problem-solving and building a strong rapport with those seeking support
Ofcourse having good knowledge in the domain is a must and main key factor to work in such job, but the skills I mentioned up is hard to obtain in short time, for that the person should work on gaining such skills as a life style.
