u shouldn’t beat yourself up for not knowing an answer. After all, a support rep’s responsibility is to have the tenacity to make things right, not to be perfect (especially true if you’re new).
The mistake many support reps make, however, is in using the knee-jerk “I don’t know” response, which doesn’t help the customer. The customer may be sympathetic that you don’t know, but they’re not interested in hearing about it.