The majority of my time spent in Support, I was one of two people on a team. The software we supported had a fairly large suite of tools, covering a wide range of business cases, each with unique and specific logic behind them. If something wasn’t working correctly, it often wasn’t a clear-cut problem. Was it broken completely, or just off a little bit? Were we missing data? Was the design wrong?
Chances were, if we couldn’t resolve the issue right then and there on the phone, then it would turn into a research project. It involved collaborating with the customer’s business team (and, often, the IT team), our own developers, and each other.
Being a small team, we often had a great many open tickets at once that required us to spend time researching, following up, and writing documentation. Even so, I was able to always deliver on time. Partially, this was done by managing expectations (something I will be writing a couple of posts on, most likely). But what helped me the most in succeeding was my notes.
Taking an extensive and detailed set of notes every day helped me keep on top of my tasks more than any other software tool I could use. It helped me stay on time. I was able to keep anything from ever falling through the cracks. I always made sure my tickets — both bug reports and enhancement requests — were thoroughly detailed. Even today, having been away from Support for years, I still do this.
The best part of all was it required almost zero effort to maintain. How? I’ll show you.