Well, work went … so and so I guess you would call it, but all in all, a positive day.
The random customers having problems to solve and I actually enjoyed myself in knowing that this
is what I do best. Solve technical problems for people so that they wont have to worry about
it all to much. I guess what my former boss said was true. He said “You where born to do tech support”
and really, I am older then most people working with tech support but I still have not aqcuired that
distilled bitterness that seems to go into support workers after about 2 years. I can still smile
and see the funny side of things, and appreciate the fact that when you have solved a clients
problem, you will get a lot of good reputation for the company, and the better the company
does, the more secure I am in my job.
What is it that makes certain people so bitter with tech support you ask? Well, I have been
bitter at it, and bored to hell at it, but after some careful consideration I have figured out that
it was not the job in itself that drove me up the walls. It was the tools and rules I had to abide with.
Look at it this way.
I have a problem with standing up for something that I know is not working as good as promised.
I have an even bigger problem with being FORCED to sell the product as a common peddler when I know
that the product will be needing to be replaced, mended, patched and whatnot in a very short time because
I, as a representative for the company, will be blamed for the customers displeasure beacuse I was the
one that convinced the customer that he needed just that piece of equipment. Sheesh.
Second, I am not a salesman. I never will be. I can tell you my personal experience about certain
things, and in many cases recommend different things, but what if those things happens to be a competitors
things? Then I am forced to shut up big time.
Now, I really want to ramble on at my former work place, but personal ethics really stop me from
mentioning it all. But I know for a fact, that I could have made a vast amount of customers happier by
A: telling the truth
B: being allowed to make my own decisions regarding certain things
C: not being forced to sell products to people calling me for tech support.
Three simple things, that apparently, for some companies are too hard to understand.