Being able to understand what the customer is asking to be resolved as well as being able to explain the issue will help keep the recursion of that issue to a minimum. I would also say that being able to write easy to follow technical documents, are able to prove knowledge to less technologically inclined customers without you having to be available. This will help cut down on frustration on both parties as the customer gains knowledge of what the issue is and what is causing it, and for us, because we are not losing time for commonly recurring issues. The technical writing and being able to communicate with client without them misunderstanding the issue that caused the problem.