| reply to luvsmyjob
Re: Tips before you call tech support What most people don't realize is the tier 1 support agents training consists of a 3-6 week course on basic troubleshooting and whatnot. To actually get the job in the first place (At least where I work), you had to answer a series of questions that consisted of how do you copy/paste/rename, how do you send an email, how do you locate text on a page. Any retard should be able to figure this out, so yes, every retard can get a job as teir 1.
I can honestly say that half the people that get hired here have never even seen a computer before.
Luckily for me, I know my shit so this job is incredibly easy for me. Even now I support virtually everything Windows related and I can still solve most issues. Other people have to rely on everyone else to be able to even do half the job I can.
So yeah, just keep in mind that when you call tech support, the person you're speaking with is just trying to earn a living just like everyone else. They may not know a hell of a lot, but they have all the resources available to them to solve your issue if it is infact on our end (Most of the time it's power cycle your god damn modem). |
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| reply to anonyjane
go to
screenshots.modemhelp.com
for the MAC screenshots.......they are a great help! |
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| reply to RandomZero3
My company just recently quit phone support on discontinued items.....and that is because they have been out of warranty for at least 3 years. We do still offer email support, but people bitch because they cannot connect. I tell them that if they remove the router and plug directly into their computer, they SHOULD be able to get online, unless there is a problem with the modem.....I still get people being pissy at me because "I"m wireless" and GOD FORBID they should have to disconnect that flippin' router to get internet service!
I tell them that they will receive an answer within 24 hours, and it never fails, they are calling back within my shift saying, "I sent an email and haven't gotten a response yet......" We receive literally hundreds of emails per day and go through them in order.....but there are those "select few" that want NOW, NOW, NOW |
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| reply to luvsmyjob
Just want to add something else before calling in to tech support.
Learn to read. (It's kind of pointless posting this here, but still..)
It honestly surprising me how many illiterate people call in for tech support.
How do you expect us to help you when you can't even figure out what the hell "START" is?
IE: A couple days ago a guy I don't really like got a call from an illiterate woman.
40 minutes into the call, with her spelling out every single word rather than reading it, with absolutely NO progress towards a resolution.
I don't feel bad for the guy, but shit, basic literacy is a must when you want help with something. |
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| AMEN to that!!!! I got a cll from a kid one day last week, and being a Mom, if my child could not read any better than this kid, she would not be trying to set up a flippin' XBOX, her ass would be reading a book!
Another "must"............DO NOT LET YOUR KID CALL!!! I get calls from kids as young as 8, and I hear parents in the background saying, "What does that mean?"
Also........DO NOT ARGUE WITH THE PERSON YOU ARE RELAY INFORMATION TO!!!! I get calls from a person and they are relaying information to someone else and it never fails, an arguement always breaks out because one of the persons either didn't understand what the other said or one person didn't go fast or slow enough to do whatever it was I said. |
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 TechnogeezAgape in amazement.Premium
join:2007-01-20 | reply to luvsmyjob
Good try, applause. But pause and reflect -- if they're too lazy to RTFM, what makes you think they'll read your list?
--
Read your contract and TOS before signing anything. |
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| I dont think he literally meant for this list to be read by the stupid people that call. It is more for venting purposes. |
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 DC DSLThere's a reason I'm Command.Premium
join:2000-07-30
Washington, DC
kudos:2
 ·Covad Communicat..
·Verizon Online DSL
| reply to luvsmyjob
The New Tech Support Bible |
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aryobaPremium,MVM
join:2002-08-22
kudos:1 | reply to RandomZero3
said by RandomZero3:What most people don't realize is the tier 1 support agents training consists of a 3-6 week course on basic troubleshooting and whatnot. To actually get the job in the first place (At least where I work), you had to answer a series of questions that consisted of how do you copy/paste/rename, how do you send an email, how do you locate text on a page. Any retard should be able to figure this out, so yes, every retard can get a job as tier 1. I can honestly say that half the people that get hired here have never even seen a computer before. Luckily for me, I know my shit so this job is incredibly easy for me. Even now I support virtually everything Windows related and I can still solve most issues. Other people have to rely on everyone else to be able to even do half the job I can. So yeah, just keep in mind that when you call tech support, the person you're speaking with is just trying to earn a living just like everyone else. They may not know a hell of a lot, but they have all the resources available to them to solve your issue if it is in fact on our end (Most of the time it's power cycle your god damn modem). This is another issue that a lot of ISP support don't really address. A lot of ISP support people don't really deal with PC inside out to make them a "true" Desktop engineer. So yes, you are very lucky when you have someone like RandomZero3  when you call your ISP for support.
On the other side of coin, a lot of ISP subscribers don't realize that their ISP just provide IP network connection to the Internet. The ISP does not really deal with PC or desktop issue. That is why RandomZero3 mentioned about power cycle the modem as the resolution attempt since the modem is kind of the demarcation point between ISP and the subscribers.
Let's say the subscriber PC is Dell and the subscriber has active Dell support service. When there is a problem with PC connecting to the Internet, then there should be a conference call (three-way call) between the ISP, subscriber, and Dell. They should all sit together to troubleshoot. This way, the resolution should come much quicker.
When the subscriber don't have such PC support from the manufacturer (in this case, Dell), then it is the subscriber responsibility to do their own PC or desktop troubleshooting. If the subscriber is not a desktop savvy in addition to not have PC manufacturer support, then the subscriber is out of luck most of the time  |
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KiwiPremium
join:2003-05-26
USA/MidWest
kudos:1 Reviews:
 ·Comcast
| reply to luvsmyjob
quote:
"I tell them that if they remove the router and plug directly into their computer, they SHOULD be able to get online."
...And in less than a minute they are owned, not good strategic advice from any tech. |
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1 edit | said by Kiwi: quote:
"I tell them that if they remove the router and plug directly into their computer, they SHOULD be able to get online."
...And in less than a minute they are owned, not good strategic advice from any tech. owned by what?
Most new modems out there have built in firewalls.
It's also HIGHLY unlikely that they'll be attacked by a hacker/port scanning virus/spyware in less than a minute. I've been connected directly to the modem for a good 8-10 months with NO problems. |
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| reply to Kiwi
How else can you isolate the problem without removing the router? If power cycling the network doesn't work, then generally the next step is to start from square one and verify that the modem can connect. Especially if everything looks good on the ISPs side. I can tell you that a customer who refuses to remove a router will likely be refused support, and rightly so. No one is saying that they should not try to reconnect the router after modem connectivity is verified, but it is up to the customer to get that router up an running again (or to find someone who can) if the ISP doesn't support it. |
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aryobaPremium,MVM
join:2002-08-22
kudos:1 | said by anonyjane:How else can you isolate the problem without removing the router? If power cycling the network doesn't work, then generally the next step is to start from square one and verify that the modem can connect. Especially if everything looks good on the ISPs side. I can tell you that a customer who refuses to remove a router will likely be refused support, and rightly so. No one is saying that they should not try to reconnect the router after modem connectivity is verified, but it is up to the customer to get that router up an running again (or to find someone who can) if the ISP doesn't support it. Note that removing router only applies if there is an external modem in place. When there is no external modem; just integrated modem/router; then it won't apply |
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| Believe me, I know.
I actually prefer dealing with people who have my ISPs modem/routers because it means I can help them with everything from pppoe set up to wireless to ip maps. If they have one of our modems and a 3rd party router I end up having to convince them why I cannot help them with setting up this or that in their Belkin. 80% of the time they call back to try to see if they can convince someone else to go outside of support boundaries. It's a pain. |
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KiwiPremium
join:2003-05-26
USA/MidWest
kudos:1 | reply to aryoba
Thanks, got busy. Too often I hear where a tech wants customers to go straight to the wall... |
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 GTJiga06 GTPremium
join:2002-02-02
Azle, TX
kudos:1 | reply to luvsmyjob
I work in a Windows/Unix Hardware/Software environment and we work over the phone and face to face with our customers.
Here is what cracks me up about some of you techs... you get all pissy with the customer. If people piss you off that much then you are in the wrong field, customer support is not for you. Our top priority is to correct the problem and keep the customer HAPPY. Don't be some stuck up tech doing your stupid "sigh's, ugh's, rolling eyes behind the phone", and other BS.
Sure, I have bad days just like everyone else, but leave your damn problems at home. If you get an asshole customer you still deal with them in a professional and courteous manner.
I love it when I have to call tech support for my Charter service (once in a blue moon). Most of the techs are very courteous and helpful, but every once in a while you get that stuck up Mr.KnowItAll tech that acts like his shit don't stink... those are the ones you DO NOT want working for your company. I do have fun with them though, just to see if I can make them snap.  |
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| said by GTJiga:Don't be some stuck up tech doing your stupid "sigh's, ugh's, rolling eyes behind the phone", and other BS. Sometimes you just can't help it. If I ask you what type of modem you have and you don't know, that's fine. But if I ask you to read the brand name off the side and you act like it's some advanced troubleshooting step that you aren't capable of, I'm going to sigh inwardly. I'm not asking you to do brain surgery, I'm asking you to read! And it's not a matter of not being able to pronounce it, is motorola (for example) so hard to say?
I've had a lot of customers have blonde moments, I don't think they are idiots, some of them are just lazy. No matter how patient you are, you're going to get frustrated if it takes you twenty minutes to get someone to disconnect a freaking phone cord. The only reason I get frustrated is because I've got the time, but they don't and start getting upset with me because they can't understand a simple task.
If a customer is irate, I kind of retreat into a shell (I don't get pissy though). It's one of my weaknesses as a support agent, I just get nervous for some odd reason.
We're supposed to sugarcoat things and apologize but most times, if a customer is so angry that they interrupt and are generally rude, I just let them finish ranting and explain what I can do to help. If that doesn't satisfy them there's nothing more I can do. Apologies never seem to help the situation anyway, even if I do genuinely feel bad for the customer.
If a customer is getting upset because they don't understand how something works, I'll try to explain it to the best of my ability (this usually happens when an IT person needs to configure static ips). It's hard to do that when the customer feels like they're some kind of techie genius. They might be, but when it comes to my ISPs network and how static ips work on that network, I know more than they do. In this situation, the customer is the pissy one, I don't get pissy back, I just flat out state that this is how it works and this is what we need to do to make this work. At that point, they can either do what I say, hang up, or ask for a supervisor. I really don't care which option they choose b/c I get paid either way.
I've got all the time in the world to sit on the phone and listen to someone rant or be clueless. If you'd rather cancel your service than choose one of the options I've presented that's your decision. If you want me to fix it, I will stay on the phone as long as it takes to get it done. My job depends on customers, but I can't pull something out of thin air just b/c it would make them happy. |
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Mr DenPremium
join:2006-10-17
Elyria, OH Reviews:
·Time Warner Cable
| reply to Kiwi
said by Kiwi:There are more people using technology that have no business using IT I see you have met my boss |
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