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Old 08-15-2005, 09:27 PM   #1
jaz
LQ Newbie
 
Registered: Apr 2004
Location: midwest
Distribution: fedora core 1
Posts: 12

Rep: Reputation: 6
Im losing my mind with Tech Support


I've been doing Tech support for 3 1/2 years now, two years with one company and 1 1/2 years with another and sometimes it gets to the point where I want to lose it. I mean I go in to work at 1pm and leave at 12am and during the whole time its nothing but back to back to back calls and gets to the point where you say man this is getting old. Funny thing is alot of people at the old company I worked for quit a few years back to find greener pastures only to return to tech support at the company I work for now. Its funny we look at each other and smile "did you work for Charter?" "yeah I left and got tired of it..." well now welcome back to the wonderful world of phones. Right now Im on a call 45 minutes! This guy buys a new computer with Windows XP loaded and he gets the infamous "limited or no connectivity" message. Go figure, right out the box and his Windows PC wont connect. Fun, I get sick of it but it pays the bills. Im glad I have a job but somedays I feel like Im going to pull out my hair. Wait I dont have hair.
 
Old 08-15-2005, 09:57 PM   #2
kencaz
Senior Member
 
Registered: Mar 2005
Location: Las Vegas, NV
Distribution: Mandriva Slackware FreeBSD
Posts: 1,468

Rep: Reputation: 47
I know how you feel Jaz... I worked Tech Support for AT&T Worldnet for 2.5yrs the night shift mostly. This was back in the 95/98 day's and a lot of Win 3.0 calls as well. Dealing with the QA calls the Supervisors etc... sure it gets to you, but like you said. You have a job, I'ts helping people... even though you may not think they are even worthy of it...

I worked my way up to doing Chat/IRC E-mail support which is much less stressful.

Just remember, no matter how mad the person is, get the the issue, calm them down and you'll come out with the feeling of fixing someones problem... That's what it's all about...

KC
 
Old 08-16-2005, 03:28 AM   #3
fouldsy
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Registered: Jan 2002
Location: St Louis, MO
Distribution: Ubuntu
Posts: 1,284

Rep: Reputation: 47
At least you're actually able to help the people the majority of the time even if it is frustrating. I spent 18 months doing tech support where the support was heavily restricted as to what we could and couldn't support. Once you had the system installed, that was it, but that didn't mean configuring sound cards, modems, 3d graphics, printer, scanners, etc. If you could use framebuffer to get a graphical display and could log in, that was as far as it went. Was so frustrating to see such simple problems but not be able to do anything without being kicked by the supervisors. Used to e-mail people support articles and hint at them to follow through step by step, but most people could pissed off and would say Linux sucks as my printer doesn't work straight out the box (it won't in Windows 99% of the time without the drivers either, but that argument never gets you anyway...) when it's all fairly basic stuff that you can fix in 5-10 minutes. Least it pays the bills, but the late shift sucks. I used to work 1p.m-11p.m most of the time which really wipes you at and doesn't give you much of a social life. Hopefully the experience gained on the phones will let you move onto something more exciting and rewarding
 
Old 08-16-2005, 11:10 AM   #4
phishtrader
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Registered: Oct 2004
Location: Techsupporthell, WI
Distribution: Ubuntu Feisty Fawn, CentOS 4
Posts: 6

Rep: Reputation: 0
Jaz,

I feel your pain.

My IT career began in 1996 as an intern doing deskside PC support at an engineering and manufacturing company. Over time I worked my way up the ladder to a position that was half network administrator and half network engineer. I did day to day administration as well as rebuilt the network from the infrastructure to the servers to the PCs on desks. I also became involved in various projects on a North American-wide basis and was sent to exotic locales like Seattle, WA, Vancouver BC, and Springfield, MA so that I could do things like supervising the installation of network cabling and teaching a new network admin the difference between the drive array and the server at his facility.

During the time I was there, my department went from thirteen to three people. This was in accordance with a general trend within the corporation to combine IT functions across North America. My co-workers either left or were let go, and generally it went in order of highest paid to lowest paid. When my position was eliminated in late 2002 and I was fired the only person that likely made more than me was the department manager.

The job market has pretty much sucked since then. It was tough finding another decent job because I had too much experience for entry level jobs (I think employers figured I would jump ship as soon as something better came along, which was true, but I would have needed to actually find something better) and the higher level job openings were either non-existent or employers were looking for extremely impressive (impossible combinations like five years experience in AD in 2003, excuse me?) candidates or were flooded with tons of resumes.

The job I have now is okay, but doesn't challenge me much on a technical level. I kind of fell into it as part of a temping gig that was only supposed to last five weeks, but since then I've been hired on full time and I've been here for about 18 months. It's tech support in a vertical software market. Most of the challenges are related to working with customers that are either computer illiterate (can't even find the Start button without help), can't follow directions, won't follow directions, or some combination thereof. These days I consider it a good day if I can go home without wanting to reach through the phone and strangle somebody.

Btw, I work with somebody that used to work at Charter. Are you down in FDL?

Peas,

Phishtrader
 
Old 08-16-2005, 03:53 PM   #5
scuzzman
Senior Member
 
Registered: May 2004
Location: Hilliard, Ohio, USA
Distribution: Slackware, Kubuntu
Posts: 1,851

Rep: Reputation: 47
I do tech support for a VERY major US ISP (outsourced of course, but at least they kept it in the States) and our support boundaries are so strict... we're not allowed to enter the registry, enter msconfig, support anything but Win98se+ (this excludes Linux and Mac), assist with hardware installations of NIC cards, etc. It sucks. At least though, I got promoted and now only take calls from agents when they need help
 
Old 08-16-2005, 04:16 PM   #6
jaz
LQ Newbie
 
Registered: Apr 2004
Location: midwest
Distribution: fedora core 1
Posts: 12

Original Poster
Rep: Reputation: 6
RE:

Quote:
Originally posted by phishtrader
Jaz,

I feel your pain.

My IT career began in 1996 as an intern doing deskside PC support at an engineering and manufacturing company. Over time I worked my way up the ladder to a position that was half network administrator and half network engineer. I did day to day administration as well as rebuilt the network from the infrastructure to the servers to the PCs on desks. I also became involved in various projects on a North American-wide basis and was sent to exotic locales like Seattle, WA, Vancouver BC, and Springfield, MA so that I could do things like supervising the installation of network cabling and teaching a new network admin the difference between the drive array and the server at his facility.

During the time I was there, my department went from thirteen to three people. This was in accordance with a general trend within the corporation to combine IT functions across North America. My co-workers either left or were let go, and generally it went in order of highest paid to lowest paid. When my position was eliminated in late 2002 and I was fired the only person that likely made more than me was the department manager.

The job market has pretty much sucked since then. It was tough finding another decent job because I had too much experience for entry level jobs (I think employers figured I would jump ship as soon as something better came along, which was true, but I would have needed to actually find something better) and the higher level job openings were either non-existent or employers were looking for extremely impressive (impossible combinations like five years experience in AD in 2003, excuse me?) candidates or were flooded with tons of resumes.

The job I have now is okay, but doesn't challenge me much on a technical level. I kind of fell into it as part of a temping gig that was only supposed to last five weeks, but since then I've been hired on full time and I've been here for about 18 months. It's tech support in a vertical software market. Most of the challenges are related to working with customers that are either computer illiterate (can't even find the Start button without help), can't follow directions, won't follow directions, or some combination thereof. These days I consider it a good day if I can go home without wanting to reach through the phone and strangle somebody.

Btw, I work with somebody that used to work at Charter. Are you down in FDL?

Peas,

Phishtrader
I worked at Charter in Lou, KY and got frustrated with being micromanaged.
 
  


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