4 ms·
Phone support is hard. I did it as a full-time job for about 18 months and still do it regularly as part of my job now. Trying to convince someone who is frustr
by stinkytaco 10y ago
Phone support is hard. I did it as a full-time job for about 18 months and still do it regularly as part of my job now. Trying to convince someone who is frustrated, confused, angry or just obstinate to work with you is it's own skill. They are your eyes, ears and hands and it takes a lot more than just being good with the technology, you have to be good at support.
- stephengillie 10y agoIf you can take the person aside and ask them in the right way, they can tell you everything about what's not working - both what is blocking them today, and also the smaller problems that have been haunting them for a while. The first part is to try to learn from them - how do they normally use the system, what isn't working today, and any errors that are (or aren't) showing up. The hard part in this is in actually wanting to help the person and/or solve the problem, and not getting caught up in your own superior ability to avoid the problem. The first step to good troubleshooting is checking your own ego at the door.