Tech Support Nightmares!

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recently started a phone tech support job for some educational software used by schools. there was a short training period, and then they just threw us out there to take calls. I think I'm ready to do myself in at this point. aarrrgh. and I've definitely been on the other side, well not so much calling tech support, but Verizon's customer service fucked me over badly (long story).

― joseph pot (STINKOR™), Wednesday, 25 August 2004 23:15 (twenty-one years ago)

How is India this time of year?

― dean? (deangulberry), Wednesday, 25 August 2004 23:17 (twenty-one years ago)

dean - dunno, never been (yes this company does have a branch in India, but also Europe and U.S.)

i just wish the customers would cut us a bit of slack at times. we're not the programmers who coded the fucking software, we're just there to mop up their mess. not sure how much more of this job i can take (it's way too early to be hating a new job isn't it?) plz kll me k thx

― joseph pot (STINKOR™), Wednesday, 25 August 2004 23:21 (twenty-one years ago)

the best part is listening to the peeps that have been there for a few months or more. they hit the mute button, loudly angrily swear at the caller, then unmute and revert back to their gentle kissass voice. amazing.

― joseph pot (STINKOR™), Wednesday, 25 August 2004 23:28 (twenty-one years ago)

You know those mute buttons often dont work properly (or at all)... be careful how loud y'swear ;)

Two years in the trenches, here - softwazre support by email for that crappy HotDog program, and then ISP helpdesk crap. Never again!

― Trayce (trayce), Wednesday, 25 August 2004 23:34 (twenty-one years ago)

thanks for the heads up, i've been very careful with the mute so far. believe though when I say that they work properly here.

we also do email and chat support (lots of swearing with the chat support!), i'd much rather do that than phone. and documenting each call is a huge pain in the ass in and of itself.

how did you escape trayce? help me, how do i escape!!!! i'd quit but i'm flat broke.

― joseph pot (STINKOR™), Wednesday, 25 August 2004 23:43 (twenty-one years ago)

http://www.radiant.net/hosting/images/radadvantage/tech_support_group.jpg
"we don't support that, fuck off"

― joseph pot (STINKOR™), Thursday, 26 August 2004 00:44 (twenty-one years ago)

The telco I work for had other kinds of work.. I just got sick of the helpdesk and applied for an admin/tech data entry role instead... now I'm even more sick of this job!

But we've all just been made redundant so there ya go.

― Trayce (trayce), Thursday, 26 August 2004 00:49 (twenty-one years ago)

I did phone support for almost two years before constant thoughts of suicide drowned out the voices in my head. My advice is to start looking for another job and then quit the support job when you have something better lined up.

― Elvis Telecom (Chris Barrus), Thursday, 26 August 2004 00:58 (twenty-one years ago)

I've always found support staffers to be ok. Sometimes, they sound a bit like an ad for their company or professional readers, but I haven't dissed any yet. They're kinda like Jesus sometimes. They have led me through the valley of the shadow of death.

I busted a receiver or two waiting on hold a couple of times, though.

― jim wentworth (wench), Thursday, 26 August 2004 01:45 (twenty-one years ago)

i actually chose this job over a minimum-wage position at a local hip record store. a week later at said record store i witnessed one of the senior employees do a power-trip and scold two other workers right in front of a line of customers. i was almost embarrassed for them, and thought "good thing i didn't take this job."

but now i'm thinking maybe I could do without money and my last shred of dignity.

― joseph pot (STINKOR™), Thursday, 26 August 2004 03:54 (twenty-one years ago)

Helpdesk isnt that bad really... it actually depends on what kind of ISP/telco/swco youre supporting. ISPs can be fun, cos you get to do lots of techy troubleshooting and actually help people FIX their shit. SW is worse, because like you say, you're just telling them how to work around the programmers mess.

A guy rang up and asked me in all seriousness who owned the internet, once. He wanted to sue whoever it was. NFI why.

― Trayce (trayce), Thursday, 26 August 2004 04:05 (twenty-one years ago)

Also, on helpdesks you can dress like a goth and no one complains. Hell, they seem to expect it for some weird reason.

― Trayce (trayce), Thursday, 26 August 2004 04:06 (twenty-one years ago)

SBC/Yahoo DSL's tech support/customer service drove me insane. "My DSL has been out for two days. I've been calling every 12 hours. No, I don't need to create a new connection or reinstall any software JUST TEST THE DAMN LINES."

― miloauckerman (miloauckerman), Thursday, 26 August 2004 04:07 (twenty-one years ago)

my favorite were the arrogant execs and lawyers who i would help to fix a problem they caused themselves, and instead of thanking me they would ask me where to send the bill for their time to. and then erupt into a vicious rage if they even suspected you were laughing at them. which of course you were.

― fortunate hazel (f. hazel), Thursday, 26 August 2004 04:59 (twenty-one years ago)

Ooh yes, lawyers and doctors and the like were always the *worst* people to deal with. I had some who would call, to say they couldnt dial in or set up their mail or whatever. You'd start to go over the settings and then they'd say "hang on I'm driving lemme pull over and write this down"

!*#^&#@%$^#!!

"Sir why dont you just call back later when you're IN FRONT OF YOUR PC" *bang head here*

― Trayce (trayce), Thursday, 26 August 2004 05:01 (twenty-one years ago)

"i'm not a computer expert, but this doesn't sound like good advice to me."

*puts gun in mouth*

― fortunate hazel (f. hazel), Thursday, 26 August 2004 06:37 (twenty-one years ago)

one year passes...

This one came on over the weekend. Tech Support for an internet search engine:

"COMMENTS:
I was walking on sidewalk Don Mills Rd. and meet a man on a Bic, and when he went by me, I brush acsh him nucing him off the bic. Then he turn around and up between me and kick me in the pants

NEW FEATURES:
I would like to see more Police on foot on Don Mills Road Silewalk WALKING Stoping all Bics Riders
"

(not surprised if this is the work of an ILX regular.)

― D.I.Y. U.N.K.L.E. (dave225.3), Monday, 14 November 2005 16:46 (twenty years ago)

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