Woe's of a Tech Support Operator
As I sit here bored as hell on a Saturday, with pc with limited acess to the internet, what better way than to spend it by making a post about the crazy stuff I go through while trying(trying is not be taken lightly) to help customers? Let me explain alittle bit of what I do, I provide phone tech support for a major grocery company, so in truth my customers are store employees at the stores. Our line of support can go from anywhere from helping with there ordering guns, to working on the stores ISP server.(In Store Processor) My specialty is Desktop support, so I helping them with there PC's and applications such as email, word processing, Linix based windows, stuff like that. Some time ago I was helping a user with her pc that was having networking issues. In these cases, I always start with doing a complete shutdown on the pc. However you always got because on how you word some terms as you can see...
Me: Ok, go ahead and power back on the pc for me.
User:...The light that was on it went away and nothing is happening...
Me: Hmmm ok try holding down the button for 5 sec's
User: Ok...Its now got a green...now switched to a yellow light on it...
Me: Yellow light? What does the screen display?
User: Nothing just a black screen, want me hit the power button on it again?
Me: Not yet, by chance are you hitting the power button on the Monitor?
User: Yea thats the computer right?
Me: Well...sort of I need you to go to the computer tower and power it on from there.
User: Computer...tower?
Me:Yes
User: Uhhh ok hold on please.
Before I could give her advice on where the it could be located, which would be next to the monitor, she puts me on hold for 5 minuets. And when she came back, she asked me this.
User: Sir, are you talking about the big tower out side of the building? Because I wouldnt know how to turn it on, I thought it was always on...
Me:...Uh....
That gave me a pretty good laugh, granted I should of used a better term that computer tower, that reply was just off the wall. Oh well back to work.
Me: Ok, go ahead and power back on the pc for me.
User:...The light that was on it went away and nothing is happening...
Me: Hmmm ok try holding down the button for 5 sec's
User: Ok...Its now got a green...now switched to a yellow light on it...
Me: Yellow light? What does the screen display?
User: Nothing just a black screen, want me hit the power button on it again?
Me: Not yet, by chance are you hitting the power button on the Monitor?
User: Yea thats the computer right?
Me: Well...sort of I need you to go to the computer tower and power it on from there.
User: Computer...tower?
Me:Yes
User: Uhhh ok hold on please.
Before I could give her advice on where the it could be located, which would be next to the monitor, she puts me on hold for 5 minuets. And when she came back, she asked me this.
User: Sir, are you talking about the big tower out side of the building? Because I wouldnt know how to turn it on, I thought it was always on...
Me:...Uh....
That gave me a pretty good laugh, granted I should of used a better term that computer tower, that reply was just off the wall. Oh well back to work.
Posted by NX on Saturday, September 02, 2006 10:14AM
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