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Question of the Day! | by kickstart | 2001-12-23 00:00:04 |
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blatant plug | by tacobor | 2001-12-23 08:55:55 |
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But look at it this way... | by Naruki | 2001-12-23 09:59:49 |
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Being hip deep... | by kahuana | 2001-12-23 12:54:42 |
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True. | by Naruki | 2001-12-23 14:05:01 |
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Neither, usually. | by Blackbyrd2 | 2001-12-23 19:53:16 |
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Many people can't haul | by Naruki | 2001-12-23 20:41:07 |
| I agree, most tech support, isn't. |
by Blackbyrd2 |
2001-12-23 21:08:23 |
And I DO tech support. The training I receive is so minimal that I am shocked. But some of us do alright with learning things as we go.
I don't think most tech support is paid enough for what they do, as they do so much learning on the job, but it is a service just like any other. Unfortunately, unlike most service jobs, there's no way to tip a tech, and thus little in the way of methods of differentiating between good techs, and adequate techs.
Most independent contractors know way more than they need to, for most jobs, and thus are too expensive for what most people need.
Company provided tech support seldom has the knowledge for more complex problems, and then you end up with the scenario you outlined, where the tech only knows enough to help with those things that shouldn't require assistance to begin with.
Only those of us who are too lazy, or too insecure to move on to independent contracting are good value in regular tech support. These are the people who've been doing the simple job for so long they have everything whipped. Sometimes you have to keep your ears open for that one tech on staff who really knows their stuff, and ask specifically for him/her.
I'd like to see people pay for tech support on a case by case basis, because it would reduce the number of people calling and asking stupid questions, but then, where would my job go? |
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