Frustration in Support
Thu, 08/21/2008 - 19:51 | nullpuppy
As those that know me know, I work tech support and have been for the past four years or so. Tech support is likely one of the most thankless and frustrating jobs one can take. There are far worse jobs in every aspect, but support is unique.
In the years of experience doing this, I have noticed several things. First, general computer knowledge ranges from non-existent to fairly competent. I'll admit that statement is pretty obvious, let me elaborate. I have customers that are incapable of doing something as simple as unplugging their computer to transport it to our shop to so we can work on. Now, I try really hard to ignore this, but the more I run into this and think about it, I do not understand how hard it is to unplug a couple cables. If you're paying attention to what your doing, it's pretty hard to mess up plugging your computer in. Assembly is a different story, and thats ok. I don't know how to rebuild my cars engine, I don't expect my customers to rebuild their computer either.
Now, that is the extreme. I've also had to work with people that, for whatever reason, are unable to explain how they do something every day. Maybe I'm just more observant than most of the populace. Probable, but the extent of some of the incompetence and blindness of some customers is mind-boggling.
Is it really so much to ask to pay attention? Is it that hard to know if your using Outlook Express or MSN or something else? What is so difficult about such basic things?
And why do you think I know every little intricate detail about every application out there?
But I digress. I was optimistic walking into retail tech support. And if I didn't love working with the people so much, and if it wasn't for the few exceptionally awesome customers that we have, I don't think I would have stuck around nearly as long as I have.
Even with all the frustrations and stress and incompressible stupidity, there are some people out there that understand that what those in IT and tech support do isn't the easiest job in the world all the time. Computer maintenance isn't hard. Malware/virus removal is pretty easy these days, but not everything is a walk in the park. Electronics can fail in weird, unexplainable ways, and I hope more people realize this sooner rather than later.
And I feel like I've been rambling for far too long now. I need to write more. Need more organization.
Be kind to and thank your IT people. It'll make your life, and theirs easier. And please, have some freaking patience.
--nullpuppy(out)
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