Tech support is hard.
My first job was at one of the main data centres at Australia's phone company, providing support for the operating systems on their ginormous mainframes. Thankfully, most of our work was with people who were technically savvy but every now and then, we would get someone who didn't really know much about computers and had to be walked through every key-press. Trouble-shooting problems is hard enough at the best of times but having to do it over the phone or email made a difficult job even more challenging.
Fast-forward to today and nothing much has changed. Awasu users tend to be more technically capable than average but there are still a lot of people who need help opening a command prompt or Explorer window. Taking care of them is definitely something of an art since they often don't have the technical knowledge nor vocabulary to even explain what the problem is beyond "it's not working" Being psychic definitely helps in these situations
Just imagine what it must've been like in the old days...