Baby!tech's first overheard call

[azurelunatic]

As part of training today, I got to plug in alongside an experienced tech and listen to how things were handled. There were a few unexceptional calls. Then the funny started happening.


Why, yes, sir. When you change the name of the server you retrieve your mail from in your Outlook, so it no longer says pop.example.com and instead points to your local Exchange server ... why yes, this does mean that YOU WILL NO LONGER RECEIVE NEW MAIL FROM OUR SERVERS. Imagine that.

Hello, sweet-sounding old lady. You want to know if upgrading your e-mail account will give you a user interface that is less confusing? No, sorry, it's all the same. But. Um. What exactly is it that you're complaining about? The e-mail address link on your website? And when people click on it, Outlook Express opens, and you think that will confuse them? Oh, honey. No, upgrading won't change that. Most people wind up copying the e-mail address and pasting it into their e-mail program of choice.


Thursday, we trainees will be released to the phones in pairs. Friday, they unleash us solo on the customers. (Or does that go the other way around?)

Comments

3 months on.

[mangee.livejournal.com]

Heh, my first week listening in on the phones (after 3 weeks hanging around begging for a headset and listening to half the conversation) was great. When I finally was given a phone, I took to it with zeal, and grew quite adpet at the put on hold and stand up and ask around or the transfer.

Funny thing was, the guy that trained me left soon after I had my wings, and I was told to forget everything he taught me..

So, yeah "support analyst" is a job I'm enjoying. Today we were 30% less staff due to illness and leave, and it's always more fun when you're juggling 3 calls, 4 RD connections and email requests, while trying to maintain some semblance of a call log.

I'm been in the support game 3 months, after working as a Compliance and Design Engineer, it's been a blast.

Re: 3 months on.

[samurai-ko.livejournal.com]

http://deadtroll.com/video/livehelldesk.html

This is our job. I laughed until I cried the first time I saw this.

There's another one up on YouTube of 'ancient' tech support, if you look you'll find it.

Michelle
aka
Samurai_ko

[jecook]

It's the other way around. Trust me.

My first job was a Hell Desk. While I have a sympathetic ear, I was more then ready to move on after the 9 months that I was there. (especially sine the attitude of management went from "we don't care about call time, we care about happy customers!" to "more calls! MORE CALLS!!!!1" in that timeframe.)

[azurelunatic]

Oh ow.

The company I just hired on with has a web/e-mail-based tech support department; I may wind up over there after I hit permanent or whatever their requirements are.

[urbancontra.livejournal.com]

Welcome to a world of pain.

Be sure to post your experiences :D