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One would hope so, but as someone who has a support aspect to their role I can guarantee you that this competency is lacking in an astonishing proportion of pe

One would hope so, but as someone who has a support aspect to their role I can guarantee you that this competency is lacking in an astonishing proportion of people. From the lowliest admin to the most senior dev with a PhD in computer science there are people who are entirely incapable of googling for information (or reading the effing manual). Don't even get me started on C suites

sigmoid10 4y ago
From my own perspective (on the other side of support) I can add that often I delegate things merely because I don't have time, not because I can't resolve issues myself. For example, I could always go ahead and spend hours reading a tool's documentation to fix a particular issue that would seem obvious to someone more versed in it, but why not just give it to the guy who can do it in one minute because that's his main job? I don't mean to say that there aren't incompetent people out there, but to me tech support is more of an accelerator for my own work, not some magic holy grail that enables it.
- r_hoods_ghost 4y ago
  I have no issue with that type of support request, that's the job of support. It is when the question is something that can be answered by typing the question into Google, clicking on the first link, and following the steps. We're talking about things like amending a time sheet in a particular system, changing a customer or supplier address, resetting their password etc. Non technical questions. I genuinely don't understand why people find this so hard to do as a first step. It would actually save them time. It's like some people have absolutely no problem solving abilities, which is worrying when a lot of them are devs!
  - sigmoid10 4y ago
    Even with those things there's a lot of leeway when it comes to shitty design. Yes, changing a password or address should be trivial by all means, but I've seen tons of apps that needlessly complicate even basic stuff. After getting enraged for wasting time on this a few times, I too would delegate it to support without even bothering to try sooner or later, just because I won't even risk a potential rabbit hole / time sink.

sigmoid10 4y ago

From my own perspective (on the other side of support) I can add that often I delegate things merely because I don't have time, not because I can't resolve issues myself. For example, I could always go ahead and spend hours reading a tool's documentation to fix a particular issue that would seem obvious to someone more versed in it, but why not just give it to the guy who can do it in one minute because that's his main job? I don't mean to say that there aren't incompetent people out there, but to me tech support is more of an accelerator for my own work, not some magic holy grail that enables it.

r_hoods_ghost 4y ago
I have no issue with that type of support request, that's the job of support. It is when the question is something that can be answered by typing the question into Google, clicking on the first link, and following the steps. We're talking about things like amending a time sheet in a particular system, changing a customer or supplier address, resetting their password etc. Non technical questions. I genuinely don't understand why people find this so hard to do as a first step. It would actually save them time. It's like some people have absolutely no problem solving abilities, which is worrying when a lot of them are devs!
- sigmoid10 4y ago
  Even with those things there's a lot of leeway when it comes to shitty design. Yes, changing a password or address should be trivial by all means, but I've seen tons of apps that needlessly complicate even basic stuff. After getting enraged for wasting time on this a few times, I too would delegate it to support without even bothering to try sooner or later, just because I won't even risk a potential rabbit hole / time sink.