Just landed a job as an ISP tech support... suggestions?

[MagnusTheBrewer]

The biggest problem with doing ISP tech support is not the customers, crazy as they are at times, it's the call center operations.

In call centers, keeping employees off balance is the standard operating procedure. They will withhold needed information, they will play games with your schedule, trainers will go off on tangents that have nothing to do with your job, they will have draconian rules about breaks, bathroom breaks and, punching the clock. They will have poor parking. They will frequently change policies that are set in stone. You will not be judged on how many or how well you help a customer, you will be judged on how well you follow the script. Every opportunity to belittle your contribution to the company will be celebrated and your triumphs will be rewarded with a plastic trinket of some sort with the company logo. Supervisors and managers in call centers are minor fiends in training who've freely given their souls for the opportunity to torment you. God bless and don't let your enthusiasm for technical subjects be lost to the hells of call centers.

 

[VinylxScratches]

The first time I heard "Yeah. The internet is broke" I laughed. Now I want to choke people. Customer support is not for me.

True story: Years ago I'm at the help desk. Get a call from someone who can't find their "T" drive (Network share) b/c her desktop link doesn't work.

Me: OK, on your desktop click My Computer.
Her: My computer IS on my desk, Sir.
Me: No, on your screen, click My Computer
Her: I'm in my email.
Me: OK, go to the desktop.
Her: How do I do that?
Me: Click the "minus" button" at the top right of the screen.
Her: OK, I see my icons.
Me: Click My Computer
Her: Where is it?
Me: Most probably in the upper left-hand corner of the screen.
Her: MY LEFT, OR YOUR LEFT?

My brain basically fell out of my mouth. It was then I knew, that direct customer support was not for me. I do much better in the basement with the machines. They are simple.

VNC or some sort of remote desktop tool is your friend.

 

[Red Squirrel]

The biggest problem with doing ISP tech support is not the customers, crazy as they are at times, it's the call center operations.

In call centers, keeping employees off balance is the standard operating procedure. They will withhold needed information, they will play games with your schedule, trainers will go off on tangents that have nothing to do with your job, they will have draconian rules about breaks, bathroom breaks and, punching the clock. They will have poor parking. They will frequently change policies that are set in stone. You will not be judged on how many or how well you help a customer, you will be judged on how well you follow the script. Every opportunity to belittle your contribution to the company will be celebrated and your triumphs will be rewarded with a plastic trinket of some sort with the company logo. Supervisors and managers in call centers are minor fiends in training who've freely given their souls for the opportunity to torment you. God bless and don't let your enthusiasm for technical subjects be lost to the hells of call centers.

Wow, sounds like my current job, and I'm a server tech. :biggrin:

The work atmosphere is really what can make a job fun, or suck though, so hopefully your atmosphere will be good. I've worked tech support before my current job, and it was fine. We'd order pizza and stuff sometimes, we even had a dart board, which was kinda frowned upon mind you but as long as we put it away when execs were around. :biggrin: