Tech Support & Troubleshooting
Help users solve technical problems
Who it's for
Written for B1 (intermediate) students who handle everyday English and are ready for longer answers.
English for developers, IT support and anyone who works in tech. More IT & Technology lesson plans
Skills it practises
- Speaking: discussion questionsevery lesson
- Vocabulary: a target word listevery lesson
- Reading: a text or news storyevery lesson
- Controlled practice: gap-fills, matching, sorting and moreevery lesson
- Role-play: a dialogue to act outevery lesson
- An answer framework to structure what they say2 of 8 lessons
Lessons
- Understanding the ProblemGoal: open a support conversation and find out exactly what's wrong in four questions or fewer — symptom, timing, change, basic check.1 hr 7 minFree
- Asking Diagnostic QuestionsGoal: find the root cause of a technical problem — not just the symptom — by asking "why" in a calm chain until you reach something you can actually fix.1 hr 6 minOutline
- Guiding Users Through SolutionsGoal: guide a user through a fix one step at a time — with a check question after every step — so they never have to say "wait, what?".1 hr 7 minOutline
- Writing Support TicketsGoal: write a support ticket so complete that the next engineer can start fixing the problem without asking you a single follow-up question.1 hr 7 minOutline
- Remote Support SituationsGoal: fix a problem on a screen you cannot see — using exact words, reference points and check questions instead of your eyes.1 hr 7 minOutline
- Escalation & HandoverGoal: escalate an issue so smoothly that the user never repeats themselves and never feels abandoned — including a handover note the next engineer can act on immediately.1 hr 7 minOutline
- Explaining Outages & DelaysGoal: deliver outage news so clearly and calmly that people stop panicking — status, impact, action and next update, even when you have no ETA.1 hr 6 minOutline
- Customer Satisfaction & Follow-upGoal: close a ticket so the user feels genuinely looked after — confirm the fix, explain the cause simply, give one prevention tip, and leave the door open.1 hr 7 minOutline
How to use it in a lesson
- Lessons run 66 to 67 minutes, with a timing on every stage, so you can see before you start what fits your slot.
- Start with "Understanding the Problem": its whole plan is on this site, stage by stage, with the target vocabulary, free to read and to teach from on any video call.
- For a shorter slot, skip a practice stage or cut the discussion short: the stages are a guide, not a script.
Teach Tech Support & Troubleshooting with your student
Lesson 1 of this course is free. A free account opens it in the interactive player, and the rest of the course is included with Starter. Teaching it live with your student in the Tuton classroom starts with a 7-day free trial.
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