If the customer is using words you are unfamiliar with such as traceroute or ping, just elevate the call to someone who understands the problem.
Or you'll eventually end up with someone like me who says, "Listen, just create the ticket and pass it back to the tech people. If they need any more information then have someone who knows what they are talking about call me." This wasn't Comcast but a service up in Canada for dealing with credit card payments that federal governments had to use. The first part was a transfer of XML files between the department and the provider which wasn't working. After 15 minutes of the call support person asking for a print screen of the problem I blurted out the above. I turned around to vent to the other people I worked with but it seems they were listening in on the conversation as they were staring at me with mouths open.
It worked though as the problem was quickly resolved. They didn't call back for any more details. Though when they called back to say it was fixed they called one of my co-workers.
I don't really expect the first line people to know enough about their system to be able to fix a problem like that but I do expect them to have a general enough idea of how their system works (transfers of data, etc) so that they don't spend 15 minutes asking for a print screen of an operation that doesn't involve any HTML. Specifically we weren't getting a reply from their server after transferring our XML file over. How do you do a print screen of that? An empty directory listing? :)