Following on from my previous post,
I started on the phones but was quickly promoted into what they called “Principal Support” (a wooly title probably chosen to avoid calling us ‘senior’ and risk us asking for more money). On the phones I’d taken the novel approach of trying to fix problems rather than get people off the phone as fast as possible in order to hit call quota targets, so presumably it had been recognised that either a) I had a bit of a clue what I was talking about or b) my stats were bloody awful.
Principal Support involved me floor-walking to advise other techs how to fix problems rather than me talking to customers directly, which suited me just fine.
Due to a quirk of the phone system, the techs typically waited for the customer to terminate the call rather than hanging up themselves as it skewed the stats (I forget the exact reason, something to do with it immediately ringing again whilst you were trying to type up notes from the previous call; it’s not particularly relevant).
Towards the end of the day, I had a PS request from one of the techs. Let’s call him Dave, for that was his name. Dave relayed the customer’s issue to me, and it was a problem I knew well. I advised running a bunch of lengthy tests, Scandisk and suchlike.
Dave looked at me sceptically. “And that will fix it will it?”
“Not a chance,” I replied, “but the fix for this will take at least an hour to walk through, and I assume you want to go home at some point tonight. It’ll keep him busy until the phone lines are closed, and some bugger else can deal with it tomorrow.”
Dave looked at my plan and saw that it was good. He went back to the customer, “yeah, so you need to do this, then this, and then this, and it’ll all be sorted” he said, brimming with confidence. “Great, thanks, bye!” said the customer, and the line went dead.
“Bwah-ha-ha-ha-haaaaah!” went Dave, in a pantomime villain stylee.
“Oooh!” went the customer.
“Shit!” went Dave, leaping on the hang-up button.