Since most (both?)people that read this are at least ex-tech support...
I am really just not cut out to be technical support.
I mean, I'm a good troubleshooter and all and I'm good at communicating and I've very customer-oriented. But the last time I worked as tech support was a long time ago. SInce then I've actually been "the customer" and I now appreciate what it is like to be stuck on a rough job site, sitting on an overturned paint bucket and being yelled at by the general contracter for issues that occur that are not even your fault. I also understand what it is like to call into tech support and after spending hours with them, not actually progressing any farther but still being yelled at because of the man hours spent.
So, here's the thing (*heart* tragerstreit): I have two current support cases open that I truly don't know how to solve. I have even had people from our corporate office help out and they cannot solve the problems either. They even want me to travel to these sites and fix things in person, but I don't think being there in person is going to make a difference other than getting me brow-beaten over the issues.
So what do you do when you are tech support and there is an issue you can't solve? What happens then?
I mean, I'm a good troubleshooter and all and I'm good at communicating and I've very customer-oriented. But the last time I worked as tech support was a long time ago. SInce then I've actually been "the customer" and I now appreciate what it is like to be stuck on a rough job site, sitting on an overturned paint bucket and being yelled at by the general contracter for issues that occur that are not even your fault. I also understand what it is like to call into tech support and after spending hours with them, not actually progressing any farther but still being yelled at because of the man hours spent.
So, here's the thing (*heart* tragerstreit): I have two current support cases open that I truly don't know how to solve. I have even had people from our corporate office help out and they cannot solve the problems either. They even want me to travel to these sites and fix things in person, but I don't think being there in person is going to make a difference other than getting me brow-beaten over the issues.
So what do you do when you are tech support and there is an issue you can't solve? What happens then?