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Ok but I see that as something totally different. Of course I'm ok with being "on-call" (and do that for 1 week out of around every 8 right now), as a 3rd+ leve
by willsmith72 4y ago
Ok but I see that as something totally different. Of course I'm ok with being "on-call" (and do that for 1 week out of around every 8 right now), as a 3rd+ level support. But the impression I got from the article was something totally different.
I'm more than happy to receive a request like "something weird happened with this user's account, can you look into the data/logs?", but not, "Hi, I can't log into my account, what should I do?". That is the customer support I got the impression of from the article
- withinboredom 4y agoMy old job had 5 day-a-year first line support. It was fun, sometimes. There was this one time the customer was explaining an issue over email and I asked for a screen shot. I kid you not, they printed their screen, scanned it, and then emailed that to me. We weren’t allowed to touch the “I can’t access my account” tickets because that usually involves some kind of identification process where getting it wrong could result in huge legal liabilities. But all the other stuff… bugs, people just confused on some process, or whatever. Those were fun.