Not So Much Against Lusers...

[canray.livejournal.com]

But against fellow Techs in Tech Support. (At my workplace, not you guys!).

It's called a *WARM TRANSFER*! It doesn't take much time, ensures you're getting to the right person (So easy to misdial a wrong department), and the customer isn't pissed off that they have to give out all their personal info (Again) and explain the entire situation (Again) and so on. Just confirm some info and "Woo!" done.

Also comes in handy to know when I'm going to need a translator (I work in a *VERY* small department, no language lines!), or working with a Relay Call.

In addition: Know who does what! I keep getting calls for "Sign me up with your great service!". I'm Tech Support. Out of Winnipeg, Manitoba. *ALL* Sales is done Locally! Why? Because the company is stupid and wants to have everything different for every local market. *EVERY* Local Market. I don't do Billing (Failed Accounting in School), I don't support TV Service (Did that before, *NEVER* going back!), and I never even want to *SEE* a VoIP Box (Too unreliable technology!).

I'm bloody outsourced, and I know the departments better than people who work directly for the company! (Yes, this includes the Tech Support lines, too. So it's not just the idiots in Sales. Which is another rant all on it's own.).

Now, for the Lusers. If you've just been transfered to someone, for no reason whatsoever, don't expect us to know what was said before. "I was just put on hold, then you came on. Can you help me?" is a perfectly good thing to say. Respectable-like.

Cursing me out for being the recieving person of the call doesn't endeer me to helping you. In fact, it encourages me to transfer you back where you belong, instead of helping you out. (I worked regular tech support, and remember most of it. You lucked out getting me, not everyone in my department has my experience.).

Finally, yes, I'm outsourced. I'm foreign. Don't complain. English is my first language, and I can get by pretty well in American, too. There are call centres in the US. You don't want to talk to them? Why? Because the people who work directly for the company itself doesn't want to. "I keep calling back until I get someone in Canada." is how one Local Front-Line CSR put it.

Sorry folks, I just finished my weekend, and have a bad feeling about this week. And *REALLY* needed to get that off my chest.

(no subject)

[kait-the-great.livejournal.com]

If we had tickets here, my coworker, who's on the first line of fire this morning, would have this to write up.


Problem:
Customer called to report that his workstation was locked and he was unable to do anything.

Action taken:
Confirmed customer is working on [on-campus Windows domain]
Asked customer if workstation had been left idle recently.
Stepped customer through pressing Ctrl+Alt+Del and entering his domain password to unlock workstation.
Customer recovered his workstation

Status:
Resolved

( Stunned rant concerning our well-meaning lusers and the true nature of being computer savvy... )

It's like people are afraid to read.

Tech support drinking game

[omg-teh-funnay.livejournal.com]

So, we were being techs over here today, trying to weasel management into providing beer and donuts on Fridays - sounds good, doesn't it? We deserve it. We work hard, it's a rough environment.

Then I came up with a sure-fire way to meet SLA on our campus tickets: Close a ticket, do a shot. It's the greatest field services drinking game ever. More so if we can find a way to expense the booze.

All we gotta do is get Management to approve liquor on premises. Either that, or we count up tickets and go to the bar at the end of the day. I'm shooting for a test run on Friday

Burden of competence?

[omg-teh-funnay.livejournal.com]

Don't mean to flood the group, but thought you all might enjoy this one...

( It's starting to not pay to be smart at my job )

1337 tickets.

[darkblade1.livejournal.com]

I guess I was typing a little too fast today.

Cust notes no connection. r3s3t modem. cust online.

Guess the finger went a little north and nailed the 3. A coworker of mine emailed me and said:

"Well, at least there is some style in the tickets. Plus, we all understand it."

Anyone seen anything unusual in their tickets before? Let's hear some stories.