The realm of technical support has come of age in the past 20 years, with companies like Apple demonstrating that it pays to show a bit of care in the face of despair. Remote, specialist technical support is now common, with customers happy to troubleshoot problems with a specialist anywhere in the world so long as their problems are resolved.
In developing the role of technical support specialists, Google have created a free online course to take beginners through the foundational aspects of the position. Over 24 hours of curriculum and six modules, the Technical Support Fundamentals course takes candidates through hardware, software, the principles of networking and the internet, even covering documentation and the softer aspects of communication while troubleshooting.
It's free and takes roughly 19 hours to complete the seven modules.