FAQ: Using Zoom For Customer Service

How to Join a Zoom Meeting and Share Your Screen for Remote Support

In this guide, we’ll walk you through step-by-step instructions on how to join a Zoom meeting and how to share your screen so I can assist you remotely. I will also explain how to allow me to control your mouse and keyboard if needed.

This guide is designed for users with little or no computer experience, so feel free to take your time as you follow each step!

Part 1: How to Join a Zoom Meeting

Step 1: Download Zoom (If You Don’t Have It Yet)

Before you can join a Zoom meeting, you need to have Zoom installed on your device (computer, tablet, or smartphone).

1. On a Computer:

   • Open your web browser (e.g., Chrome, Firefox, or Safari).
   • In the address bar, type zoom.us/download and press Enter.
   • Look for the "Zoom Client for Meetings" section and click the Download button.
   • Once downloaded, open the file and follow the installation prompts.

2. On a Smartphone or Tablet:

   • Open the App Store (for iPhones/iPads) or Google Play Store (for Android devices).
   • Search for "Zoom Cloud Meetings."
   • Install the Zoom app by tapping the Install or Get button.

Step 2: Joining the Zoom Meeting

Once you have Zoom installed, here’s how to join the meeting:

1. Check Your Email:

   • I will send you an email with the Zoom meeting link.
   • Open your email and click on the link that says "Join Zoom Meeting." This will automatically open Zoom.

2. Enter the Meeting ID and Passcode (we rarely use this feature):

   • If Zoom asks for a Meeting ID and Passcode, these will be in the email I sent you.
   • Copy and paste (or type) them into the appropriate fields.

3. Choose Audio Options:

   • Zoom will ask if you want to join with Computer Audio or Phone Audio. Select Computer Audio to use your computer’s microphone and speakers. In most cases, we will already be talking on the phone in which case you should select Phone Audio.

Congratulations! You are now in the Zoom meeting.

Part 2: How to Share Your Screen in Zoom

Sharing your screen lets me see what is on your computer so I can assist you more effectively.

Step 1: Locate the "Share Screen" Button

1. At the bottom of the Zoom window, you will see a toolbar.

   • Find the green "Share Screen" button. It’s usually in the middle.

2. Click the Share Screen button.

Step 2: Select the Screen or Window to Share

After clicking the Share Screen button, a window will pop up showing thumbnails of your open applications or screens.

1. Choose what you want to share (almost all cases you will select Screen):
   • If you want me to see your entire screen, click on the image labeled Screen.
   • If you want to share a specific program (for example, your web browser), click on that program’s window.
2. Click the blue "Share" button in the lower-right corner to start sharing your screen.

Step 3: Stop Sharing (When Needed)

When we’re done, you can stop sharing your screen by clicking the red Stop Share button at the top of your screen.

Part 3: How to Allow Me to Control Your Mouse and Keyboard

Sometimes I may need to take control of your mouse and keyboard to help troubleshoot or guide you more effectively. Don’t worry—this is safe, and you can stop it at any time.

Step 1: Give Remote Control Permission

Once you’re sharing your screen, here’s how to allow me to control your mouse and keyboard:

1. While sharing your screen, move your mouse to the top of the Zoom window, and a menu will appear.

2. Click the Remote Control option.

3. From the drop-down list, select my name (you’ll see me listed as a participant).

Step 2: What Happens Next

After you give permission, I will be able to move your mouse and type on your computer, just like I was sitting in front of it. You can see everything I do on your screen.

Step 3: Take Back Control (If Needed)

You can always take back control of your computer at any time:

1. Move your mouse: If you move your mouse, it will automatically stop my remote control. You can then control the computer yourself.

2. To allow me to control it again, just follow Step 1 above.

Troubleshooting Tips

If you run into any problems, here are a few common issues and how to solve them:

• I can’t hear anything: Check that your computer speakers are turned on and that you joined with Computer Audio.
• I don’t see the "Share Screen" button: Make sure you are in the Zoom meeting. If you don’t see the toolbar, move your mouse, and the toolbar should appear at the bottom.
• I’m nervous about letting you control my computer: Remember, you can take control back anytime by moving your mouse. I will only use this to help you, and you’ll see everything happening in real time.

Summary

1. Join the Zoom meeting using the link I send you.
2. Share your screen so I can see what’s on your computer.
3. Allow remote control if I need to manage your mouse and keyboard.

If you follow these steps, you’ll be all set for our remote session. Don’t worry if something doesn’t go perfectly on the first try—we can always try again!