Tuesday, March 8, 2011

The Toughest Job in Tech

Every profession has its difficulties. Technology is no different. But my experience is that the toughest job in technology is that of telephone tech support.

These are the men and women who are there for us when our gadgets and gizmos don't work the way we want. Usually, these people are sitting in a room full of cubicles with others like them answering the phone when people call in.

The challenges these people have to deal with fall into two categories: Technical and personal.

The technical ones usually amount to one of the following items: The device in question does what the caller wants, but the caller can't figure it out (or hasn't read the manual), the device doesn't do what the caller wants because the device is broken, the device doesn't do what the caller wants because it wasn't installed properly or the device doesn't want to do what the caller wants because of a conflict with something else.

On the personal side, the challenge is that people are calling tech support because they're not happy. Their gadget doesn't work. That's an unfortunate way to start a call. Depending on the personality of the caller and the training of the support tech, things can go very well or not.

One of the biggest challenges that a tech support person faces is not being able to know the history of the gadget. In particular, what led up to the user calling in? What has been tried before? Did the user do something (intentionally or unintentionally) wrong?

Over the past few years, remote connections to computers have become more commonplace for support staff and that has helped dramatically when it comes to troubleshooting, but that works well for laptop and desktop computers, but not mobile phones, DVRs and most other devices.

I've done my fair share of tech support. Not in a call center, but for either people in my companies or friends. I have a lot of respect for these people who can do it day in and day out.

For most tech support work, it's a thankless job. There are no greeting cards for telephone tech support people. If the tech support person can find a solution for you, people often are angry that they had to call in the first place. If the tech support person can't find a solution for you, the callers can become even more frustrated.

What I find out works well is to provide them with as much up front information as possible, including screen shots of what's happening or not happening whenever possible. I also try to provide them with the make, model and even serial number of whatever device I'm trying to troubleshoot.

Given our tech world, it's inevitable that you'll spend some time on the phone with a tech support person. When you do, give them as much help as you can and you'll have the best experience that is possible given the reason for your call.

Mark Mathias, a 30-plus year veteran of information technology and a resident of Westport, Connecticut, was named by Computerworld magazine to their inaugural list of “Premier 100 IT Leaders.” This column was originally published in the Westport News on Wednesday 8 March 2011.

34 comments:

  1. Thanks for posting, I like this blog!

    cheap clomid

    ReplyDelete
  2. Our technology is constantly changing and similarly does the job requirements. Therefore, when moms come to a decision to live at freelancing jobs home and spend time in take care of their children, freelance jobs online will help them to keep up with newest job related updates and demands such as search engine optimization (SEO) and Internet marketing.

    ReplyDelete
  3. This comment has been removed by the author.

    ReplyDelete
  4. Tech is the best platform to build career as always. I didn't know much better about this before today. It is a great learning post for me. If you need more teh related information just visit here now. As a reader, I appreciate this type of technology related post. Thank you so much.

    ReplyDelete
  5. There are sudden circumstances when you need to look for assistance of professional computer tech support providers offering you comprehensive IT support solutions..
    Techwitty

    ReplyDelete
  6. Additional spy features are not possible with remote phone spy software. The more advanced spy features mentioned above are reserved for non-remote phone spy software.http://www.iphonetrackingapps.com/how-can-i-check-snapchat-messages-online/

    ReplyDelete
  7. I also try to provide them with the make, model and even serial number of whatever device I'm trying to troubleshoot.Timestamp Convert

    ReplyDelete
  8. Not a single second went without leaving me in utter surprise. Decimal Numbers

    ReplyDelete
  9. .With new emerging innovative technologies internet surfing has become so convenient, with the development of various search engines to find anything in the internet has become so much easy going. Tor Guide

    ReplyDelete
  10. As the tech support need is rising with each passing day thus, companies are hiring certified and experienced professionals so as to get premium support. The Best in Tech

    ReplyDelete
  11. This comment has been removed by the author.

    ReplyDelete
  12. This comment has been removed by the author.

    ReplyDelete
  13. Sugar, zest and everything pleasant! That is what really matters to the blog.
    The Best In Tech

    ReplyDelete
  14. Technology stocks are very fickle when it comes to investors earning large profits from them. One day, you're soaring high in the air, and then the next day, good game apps

    ReplyDelete
  15. Much like placing any job application, it is easily possible to pass a Telephone Interview, if you have read the job advert and have the required competencies - a Human Resources term for skills, qualifications and experiences (SQE).
    guarantor

    ReplyDelete
  16. This is such a great resource that you are providing and you give it for Career advancement blog. I love seeing websites that understand the value of providing a quality resource for free. It is the old what goes around comes around routine.

    ReplyDelete
  17. The tone is so persuasive and plausible.
    USB Backpacks

    ReplyDelete
  18. This comment has been removed by the author.

    ReplyDelete
  19. Firms can outsource their assembling to different countries and depend on media communications to continue promoting, R&D, and dissemination groups in close contact with the assembling gatherings.Download Garageband For PC

    ReplyDelete
  20. First of all i am saying that i like your post very much.I am really impressed by the way in which you presented the content and also the structure of the post. Hope you can gave us more posts like this and i really appreciate your hardwork. Best Music Making Software

    ReplyDelete
  21. It's so easy to mess up your job search that everyone does it. You will almost certainly find a technique that you have applied in your search for employment. You may even find your job hunt problem.Here

    ReplyDelete
  22. This comment has been removed by the author.

    ReplyDelete
  23. Below are the 15 best Minecraft mods everyone should try. Optifine. No matter if it's your first time playing Minecraft or you've been playing it for a long time now. Download Minecraft Maps

    ReplyDelete
  24. First of all i am saying that i like your post very much.I am really impressed by the way in which you presented the content and also the structure of the post.I wondered where I could get help from about tech support of my business. But now I can go for anchorage tech support.Thank you so much.

    ReplyDelete
  25. The blog gives you such emotions that it’s composed for you.
    https://www.resumeyard.com

    ReplyDelete
  26. In spite of the fact that exclusive a couple of years old, it might drastically modify financial exercises and the social condition. here

    ReplyDelete
  27. That is the point at which he put forth his expression. I understood later that he was right, in any event inside the setting of how I utilized "Technology" in my introduction.his comment is here

    ReplyDelete
  28. The effect on costs related with diminished inventories is most articulated in enterprises where the item has a restricted timeframe of realistic usability (e.g. how energy efficiency increases with window blinds

    ReplyDelete
  29. Diverse parts of these advances, for example, engineering, applications or plans are secured by utilizing distinctive protected innovation laws.Robot vacuum

    ReplyDelete
  30. By matching available loads with free drivers, it is possible to increase productivity without violating hours of service rules.bobsweep pro

    ReplyDelete
  31. So the issue is not that technology is not effective but rather that some teachers need to be mindful about technology use in the classroom and others need to be trained in order to properly use technology to teach so that students do not view technology as obstruction learning but as an enhancing tool.bobsweep pro

    ReplyDelete
  32. A case of this would be high technology with communication includes and information profitability and video consolidated highlights. Bobsweep robotic vacuum cleaner and mop

    ReplyDelete
  33. and see what other customers are saying about their experiences with the store comment

    ReplyDelete
  34. So, the next fact you need to accept is that not all business technology is valuable to your business!
    pethair plus review

    ReplyDelete