You'd think ..

[lihan161051.livejournal.com]

.. that tech support agents would be hired on the basis of their ability to communicate articulately with customers and write coherent notes for the benefit of whoever comes after them. That's what you'd think, anyway. But you'd be wrong .. *headdesk* .. very wrong ..

Comments

[zig-mover.livejournal.com]

Nope, over here they get hired by being family members or having other ethnic ties. Makes my job really difficult.

[mouser.livejournal.com]

HR once wanted to "lateral move" someone into my department that barely spoke English, and with an accent so thick you couldn't cut it with a knife.

He had potential, but...

[the-s-guy.livejournal.com]

BWAhahaha! (*snort*)

Given the type of calls I tend to get from the L1 techs, I think they were hired for their ability to generate body heat.

[jdotmi.livejournal.com]

No, I know better than that (http://chroniclesofgeorge.nanc.com/).

[berkeleyfarm.livejournal.com]

If you had to read those to find one like that, you are fortune's own cookie. Half my HD tix were like that. They weren't even L1, just an answering service, and not a very good one at that.

that being said, that site is TEH FUNNEH.

[jdotmi.livejournal.com]

Oh we have our very own Geroge's here where I work. Bakeable tenders, background seals, not femelir with this or that.

It's fun stuff.

[hisamishness.livejournal.com]

Yes - we have our own George too. Some day I'm going to mine the trouble ticket system for their tickets...

[berkeleyfarm.livejournal.com]

My Georgina and her friend George were so bad that I got assigned to keep an eye on their tix. Their manager didn't really care that much about quality (three words: unionized civil service) so I was a very expensive Helpdesk agent for about a year.

(It should not take an MCSE equivalent, or even Level II, to ask "and what's the URL?". But apparently there, it did.)

Georgina was famous for typing a bunch of garble and finishing off with "please assist". Probably still doing it.

[bekscilla.livejournal.com]

people can be VERY good at faking it in interviews.

[lihan161051.livejournal.com]

Yeah, I've run across a few who are very good at filling a page with stuff that means absolutely nothing just to look like they've done something. They typically take several minutes to say anything meaningful, too, and when they do, it's pure hell stopping them and getting them to back up to where I can ask questions about the one meaningful thing they said. And that's usually when they start getting rude with me.

But this one, I think it was the one-bong-hit-too-many tone in the voice that clinched it, and the fact that they had just gotten through hassling the customer for half an hour because they completely misunderstood what the customer wanted, and when I finally got to where I could take over the call, I found out the customer had been asking for what we should have given them at the beginning of the fscking call.

Some things just make me want to reinstall the universe and reboot ..

[lihan161051.livejournal.com]

Until they get into situations where their lack of ability to reason and communicate coherently can no longer be hidden ..

[skylion.livejournal.com]

I am not the most technically proficient agent on my helpdesk, but I am far from the average tard. I can follow process very well, and take pride in putting it all in the notes.

I got a caller w/a previous trouble ticket that said" Cust comp don't work...gtg"

Yeah, thats Good To Go...so, previous agent, wtf lead you to this conclusion?

[bekscilla.livejournal.com]

True! But where I am, there's proooooooocesses you have to go through to fire someone :(

[darkblade1.livejournal.com]

Oh man, that person needs to be dragged out back, and strangled until the breath escapes out of them.....

Totally Unacceptable!

[kerberos.livejournal.com]

haha what color is the sky on your world?

We had a salesguy here "promoted" to first line.

Yeah he's "that!" good.

They get phonemonkeys. And monkeys that can't even print a phone number right.

08-yadda ain't the same as 02-yadda.

I guess 08 can become 09 but 02?

But I'm evil so I just put in "lacks info" and bump it back.

[skylion.livejournal.com]

Oh, yeah, well...I did the best I could to follow your suggestion. I basically questioned the whole of the notation, and regarded the needs to be more exacting, hoping that the uppers will see it and take steps. As it was, this cust did have a working connection, everything in their comp was cool, except for the 128 stick of RAM, damn paperweight could barely boot. Which is what the previous agent never found out.

[wherdafux-d-cat.livejournal.com]

Actually, 08 vs 02 isn't unthinkable. Look at the numbers on your keypad then at the numbers on your phone. If you dial the phone right-handed and are thinking 'phone number' when you're entering numbers via the keypad, it's very easy to swap 1/7, 2/8, and 3/9. I key right-handed and dial left-handed and have still caught myself nearly doing it a time or two.

[flutterish.livejournal.com]

I am a level one tech, and I try to make extensive notes for every call I get. (So much so that I get fussed at for spending so much time in wrapup, just typing away.)

I get SO frustrated when I get a call for a repeat issue and the last tech's COMPLETE notes are as follows:

"-"

[skylion.livejournal.com]

...and it is something that keeps coming up with our Level Two agents, when they get an over the time limit ticket. Like me, they scratch the head and wonder about a line that says "adjusted" and that's it.

And the bite of a Senior Agent is worse than the bark.