One of those days

[MR2Fast]

Well Jen and I show up for work at the lovely hour of 5:00 in the morning and all services we provide are out and our ticketing software is down as well. All I get to say all day is yes it's broke, no I can't do anything about it. I actually don't have anything to document or anything to do all day at work.

[phoenixr2]

So is it more busy then a normal day, since everyone is calling in to see if there is a problem? Do they get pissed and go off on you? lol

:D

[flyboy]

Ah yes, tech support call center work. I remember it well.

*shudders*

I hated days like that. They were completely boring, but interrupted by angry customers ignorant to the phrase, "I can't do anything about it."

[MR2Fast]

Originally posted by 7hermalwrath
So is it more busy then a normal day, since everyone is calling in to see if there is a problem? Do they get pissed and go off on you? lol

:D

Yeah this shit sucks ass. You wouldn't believe how pissed off people get when you take their internet away for an entire day, oh no. Yeah the call center took 2637 calls on my 5:00 - 1:30 shift, and that was just for internet related calls. Needless to say people were yelling all day. It makes me feel better to hover over the button that completely deletes their user account when they are being pissy. Then they demand credit for 1 day down and that comes to maybe $1. Oh man it's great. NO

[Jarod]

Well, sometimes my cable goes out, and i rely on it so much, i get mad when it goes down. IF you guys cant do anything about it, why do they employ you?

[flyboy]

When the system as a whole goes down on your subnet, that's out of the tech's hands. When your system isn't configured correctly and THAT'S the reason it's not working, the techs CAN help you out on that one.

I was in tech support in college before IPv4, so that dates me back a little. ;) We didn't have broadband to the houses, we didn't even have shared-resource win-modems yet. All our calls were dead daughterboards or lightning strikes or screwed up drivers and such. People didn't get as mad because that was the stuff that we could solve.

By the way, how smart is it to rely on a technology that's prone to failure for your most important tasks? This is what kills me about Voice over IP, which is what I'm working on now.

[/book]

*rolls eyes*

Sheesh, I'm wordy! :chair:

[MR2Fast]

Yeah if the node or the providing dns servers or the software that provides your cable modem with it's bin file or some form of hardware that is completely remote from the call center that on site techs have to take care of you "bitchy" customers need to step off the one answering the phone and realize we don't control that stuff. Yelling at us only desensitizes us.

[flyboy]

My buddies and I used to have competitions on how long our customers bitched at us. The record was over 5 minutes of straight rant. We didn't care.

That's desensitized. ;)

[Jarod]

I work as a customer service rep and I can relate to you. But im just saying, if you can't fix it, why cant you redirect them to the deptartment that can?

[flyboy]

The customers had to go through us to start a ticket with that department, and then it was out of both of our hands. We would have people call back and continue bitching at us. Those were my favorites. What's the logic there, I could magically do something that I couldn't 10 minutes before?

[MR2Fast]

I am the only department that can do anything. The only one that takes calls. There isn't a magical switch that anyone can throw to have everything fixed and no one else is in control of their service destiny as I am. It's like if your electricity goes out and you're yelling at the people on the phone when they have a tech out at the pole trying to fix shit. Who else are you going to direct that to? There isn't always an immediate solution to every problem, and not some magical extension to some group that magically fixes everything. Sometimes stuff breaks and we have to have people on site fixing stuff.

[flyboy]

Bingo.