Remote Support Over The Telephone
Before the pandemic, I spent the majority of my working time in customers’ homes and workplaces. Since Covid-19 forced us to do so many things differently, most of my work is now carried out over the phone. This has been made possible thanks to remote support (or remote access) software.
I’ve been using an excellent system called ConnectWise Control. It’s similar to other big names like TeamViewer and LogMeIn.
Remote support may well be a new concept to you. Many of my customers have never used it before, so I am sure you will have some questions. I will answer some here, but please do ask me anything about it. Quite rightly, many people have concerns due to experiencing scams in the past. You should only ever let somebody remotely access your computer if you know them personally and trust them, or are absolutely certain they are working as a support agent for the company you sought help from.
Remote Support Questions Answered
What is Remote Support?
Remote Support, also known as Remote Access, is a way for people like me to work on and solve computer issues without being physically in front of the machine.
How does Remote Support work?
It relies on installing a small piece of software on your computer. Once running, provided the computer is connected to the internet, your technician would be able to see your entire screen and operate the computer. This software can then be removed from the computer once the work is completed. Some technicians like to leave it running so they can access your computer easily in future. My approach is different. I will always make sure the software is properly closed so that reconnecting is impossible without action on your part.
Is it safe?
In the right hands, yes. It can be abused, so only ever let somebody remotely access your computer if you know them personally and trust them, or are absolutely certain they are working as a support agent for the company you sought help from. Don’t be afraid to ask questions, and make sure you have a way of stopping it. If you ever get uncomfortable with what someone is doing remotely, you should have a way to stop the session. If you cannot see one, turn your internet off and seek help.