Tips from a support tech

[reyvin.livejournal.com]

Admins, Assistants, Secretaries, etc...if you are calling on behalf of another user, please TELL me? Helps the process go more smoothly if I know exactly who's account I should be troubleshooting. It sure does waste a lot of time if I think it's YOUR account, make a bunch of changes that of course do not fix the other user's problem and half the time F up your account so now I have to fix your account and then go troubleshoot the right account.

Help Desk...if a user is calling on behalf of another user...Fing put it in the ticket please! Pay attention to your caller. If the ticket's not for them, don't put the ticket in their name. I understand that they don't always tell you (hence tip #1) but sometimes they do and you failed to pay attention. One vague mention of it being for someone else doesn't count when everything else in the ticket is in your name. Oh, and "user has problem with BlackBerry" is NOT a valid problem description. Why should we pay you if you're going to create tickets no better than the users? We could nix you and just allow them to open their own vagueass tickets if that's what we wanted. Come on.

Users...if you're not willing to perform simple troubleshooting steps with me then you don't deserve the technology in the first place. Get a notepad and a pencil.

That is all. For now.

Comments

[awarrenfells.livejournal.com]

I hate it when people refuse to do troubleshooting.

I had one angry customer some time ago who was all pissed off and uppity, saying "I refuse to crawl around on the damn floor like a dog. I'm not unplugging anything, I'm sitting in this desk. YOU troubleshoot the issue, thats what YOU get paid to do, not me. You have 15 minutes to fix my problem."

[reyvin.livejournal.com]

Wow...omg I probably woulda lost my job for telling him off. LoL. Omg. I've had some users abuse me but dayamn....

Fortunately, I've always had really cool bosses so all I woulda had to do was show him that and he'd be on that dude like white on rice. He'd be blacklisted forevar...max wait time every time and so on.

[awarrenfells.livejournal.com]

If only we had that option :P

At least I can say that's the worst I have had as far as angry customer's go.

*knock on wood*

[dejana.livejournal.com]

Oh, and "user has problem with BlackBerry" is NOT a valid problem description. Why should we pay you if you're going to create tickets no better than the users?

AMEN, man. GAH.

[awarrenfells.livejournal.com]

Its like the customers that call up and are like, "I'd like my internet please."

So, would you like a side of 'what' with that?

[laviededavid.livejournal.com]

reminds me of the tickets we'd get stating "user had problem" with no contact info...so it's like who called this in and how do we get a hold of them...bleh...

[mattcaron.livejournal.com]

pr0n.