How could he possibly know that? Even if he is telepathic, his powers only allow him to read minds a few times per day. If this happens to be one of those times, he still has to read your mind for a while before he learns all the details.
Psi powers are severely limited in the TU.
Hans
Actually, the tech-sup does not relies on Psi power, just on experience, after the first 1000 calls you know damn well what #$




late 1990, PC on MS-DOS, gave a diskette to a guy with the following instructions: "just do as it says on the label, type A:\run "
...10 minutes later, phone call from the guy,
"I did what its says on the label at least three time, I typed a:\run and it does not work"
I did not start a computer diagnostic, nor did I wonder what was wrong with the program I asked "did you insert the diskette first ? "
Answer: "no should I?"
Selandia