Thursday, May 31, 2012

Information Suuuuper Highway

Ok, I'm a tech support agent for an internet company, my job is all about getting people connected to the internet, right?

So when the company is requiring me to attend training to allow me to better perform that job that they want me to do, and I'm doing my damndest to get the information to do so, one would think they would be happy to provide said information, right?

Apparently, sometimes the information superhighway is more like the information parking lot, cause that info just ain't coming. Granted I have more information about it today than I did yesterday but somehow they keep leaving out one key piece... like the time.

On the other hand, I can complete this training either today or tomorrow. So it's not like there's any pressure or anythi.... Oh look, a new email "EXTREMELY URGENT YOU MUST ATTEND ONE OF THESE".... and no time given.

On the bright side I will have the ability once I clock in to pester a couple of supervisors until they give me actual information.

Meh, it'll make an interesting change from a whole day of "I have my modem plugged into my satellite box and I can't get any internet!" (protip: when you have a "bundle" that includes satellite tv and internet, that doesn't mean you get your DSL internet from a satellite.)

I kid, for the most part I enjoy my job, and my favorite calls are the ones who are well aware that they don't know what they're doing, and thus are grateful when I help them and explain why they're doing each step. Even the older people that require me to come up with more inventive simplified explanations of what, to anyone under 60, is already a simple concept, are generally pleasant to help, simply because they aren't giving me the speech about how they know what they're doing and don't want to be treated like an idiot, followed by the resolution to their problem being something that clearly illustrates that they are, indeed, sort of dumb.

All in all it's not half bad, and I still say my favorite part of the job is my furry little office mates, even if one of them is kind of an attention whore....

ETA one of my supervisors responded to the email I sent him with his personal cell number and answered all of the questions I had about it, and told me flat out if I ever had a problem and couldn't get a hold of anyone else to call him on his cell whether he was working or not. Sometimes it may take a bit but in this company it does appear that there are supervisors that are actually interested in helping us peons succeed.


JD(not the one with the picture) said...

I just spent almost an hour on the phone with an ATT tech support person, she was very pleasant and helpful throughout the entire time.

Getting through to her was a different story. I finally resorted to shouting obscenities into the phone until the automated voice said, "It appears that I am unable to solve your problem, please hold while I connect you to someone who may be able to help you."

Anonymous said...

@JD - pressing 0 about 10 times will get you the same result :-)

@FG - on the other hand, if you really know what the problem is, dealing with tech support is a curse. Trying to tell ATT folks that one of their PPPoE concentrators is down or better yet that you are having problems because their reverse DNS went south... Oh humanity...

Old NFO said...

LOL, ah yes, just "love" those emails... Glad you got it sorted out!

phlegmfatale said...

It's very gratifying to work at home with the little furballs. It's a great way to keep in perspective the bullshittery of irate and irrational people at the other end of the phone. If someone is ever yelling at me, all that needs doing is the scooping up of a puppy and it's a lot less stressful.

We really missed you this weekend, FarmGirl, and hope to find another happy occasion to see you again soon.

Crucis said...

When I was working for the #3 communications carrier, we all had our boss's cell number...and his home phone number too. Plus those of our Director and VP. As a project manager, all my teams had mine as well.

If you have a job that must be done, you must have good communications, too.