what is your experience working as a tech support agent?

Question

i just started a tech agent job for verizon dsl.....we wont hit the floor til tuesday been in training 3 weeks...is it really that hard

ill have my computer netwoking as degerr in september..im hear for the experience

Answer 1

Congratulations.

I was a Tech Support Rep. for 5 years at a company called Microwarehouse (bought by CDW). I remember how unsure I was when I started. You'll hopefully not have 18,000 different products to have to provide support for.

Don't worry if your first course doesn't produce the right result. Be diligent on behalf of each customer (find out if you can call customers back if necessary). I always wanted to know what fixed that particular problem. You'll learn what does & doesn't work.

The best answer you can give is always the best of your knowledge. It is to the customer's & your advantage to offer a truthful, "I don't know, but I'll find out, hold please...". Your customer will trust you even more. Then you find someone who does know and file the process away for future reference for yourself.

I used to write a lot down at first and even developed my own shorthand (for working with computers) like [Menu options] {Submenu options}, and C&D (click & drag) etc. Before I knew it I had a substantial proven process manual. Time helped me commit it to memory.

From what I learned on that job, I now consider myself to BE a "Troubleshooter". I handle most everything as if creating a process built from past experiences and even took my one year of Electronics Engineering to a Bachelors in Business Administration: Project Management.

Let every customer "Thank-You" remind you you are in a wonderful position- to help someone and ease their mind of whatever funk is going on with their - communications - you'll always do your best work.


Good Luck, Be Confident

Sincerely, Victoria Pizzulo-Kushnir aka mactekvic

Answer 2

no its not hard.
the customers where not my problem when I did DSL support.
the problem was following the "procedures" we were supposed to follow.

mindless paths you had to follow that never solved anyones problems.

learn to be a free thinker. Solve the problems yourself. The steps they usually teach you only Hose and Close.

Don't be a Hoser and Closer

remember, denied passwords are usually on verizons side.
the account is in the routers (we used red back routers)

page can't be displayed can be solved by reinstalling the nic and/or disabling firewalls and sometimes antivirus programs

the first call is REALLY scary, but once its over its not so bad.

get ready for some crazy stories. I could go on for ever about those.

Answer 3

The technical will be a piece of cake. However, you dealings with customers will be frustrating at times. You'll often deal with people that will give vague descriptions to their problems and have little knowledge of the terms you are speaking of. You are the respresentative of that company and all of their frustrations will be directed at you.

Dealing with people is difficult as is and only few are good at it. Mix in technical problems that they have little knowledge of and it can be frustrating. That's why turnover is so high for call centers. I wouldn't consider it a career but could be a good learning experience.

Answer 4

if your an agent no all you do is deal with customers questions and well thats pretty much it