Originally Posted by dianebrat
Correct, that's a bad CSR going "off script" when they want to appear more knowledgeable than they really are.
I work on a slightly different type of help-desk for a billion $$ company (sorry leaving the company name out but they have received multiple prestigious industry awards for their TAC which is an achievement seeing as they are about 10 yrs old), the IT industry calls it a TAC, where the end users IT department will call when they have a problem and they believe its my equipment causing or contributing to the issue.
I have no script other than hello my name is....
I am expected to be able to provide solid network troubleshooting guidance.
I am expected to know how to decode network packet traces AND understand what I'm seeing and then use that to understand where the failure is
I am expected to understand how all layers of the OSI network model come into play
I am NOT expected to know everything about everything that the customer may have on their network, but if its relevant to the troubleshooting I am expect to investigate the item and be able to positively confirm or deny its the cause and then if it is the cause of the problem why and draw up a solution to correct the issue.
because of the complexities of the cases I tend to handle I am not expected to handle more than 3 calls a day on average
I think the big difference between what I do vs a CSR for a consumer product is
1) I care
2) I have a real understanding of how computer networking environments work and how everything "should" interact.
3) I am looking to make my companies products better and take crashes or other failures seriously
4) I cringe when I hear a customer told to "power cycle the unit" yes sometimes its unavoidable, BUT I gather everything I can first
5) we only hire people that have extensive experience in troublshooting complex network and server issues, not somebody right out of school with no experience.
Now with all this said, its amazing how may senior IT guys are absolutely clueless, and its not just the small shops, its the large ones too. The worst out there are the outsourcers, they don't care how or why it failed, they just want to know "can you restore it?" and literally hand you the keys to the kingdom as they simply want to close their ticket ASAP and don't care about an RFO.