Tech Support Resources

#1
I recently started working for a small company providing tech support for a series of work flow management software products on the Mac; however, this is my first job working with clients/customers via the phone troubleshooting tech support issues and it shows from time to time.

Are there any people on this forum who have worked tech support that would be willing to direct me to some resources or provide various pointers? I appreciate any help or advice offered related to technical aspects or general soft skills.

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The software is a server/client based fax broadcasting application that runs on various versions of OS X and will only work with specific modems.