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miyu

Canada

Member Since 2003

Followers 29 Following 35

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Friday May 14, 2004

May 14, 2004
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I have a love- hate relationship with technical support personelle. For obvious reasons, they help fix the problem and get things in working order. However, I am one of those annoying people, who need not only to get things working but want to know HOW IT WORKS. I'm often insatiably curious about how things run, how things work and how the big picture functions. In my mind, if I know even roughly, how things function, I can do a better job keeping things from malfunctioning. Or at the very least, ask the right questions and give the right information when things do go wrong. Makes sense.

However, when I do try to get to the bottom of the big picture, most technical support people don't know how the big picture works either. They are detail managers. Their job is to fix the problem not teach about the problem. ARGH. I think corporations need to rethink the training and hiring of their technical support staff. It is not only a fix-it job. It's intrapersonal and educational. Maybe I am one of the few individuals who actually gives a shit about how things work. I'm not sure if the rest of the world really cares how domains attach to server space, what the difference is in purchasing a domain and the additional benefits of purchasing a domain and the accompanying space are...yada yada. Probably not. "Just give me the domain and make it work," is probably the rest of the world's ideology?
DAMN.
I'm quirky, what can I say.
kasara:
yay!!
May 14, 2004
legionnaire:
Have you ever read "Zen and the Art of Motorcycle Maintenance"? That sort of gets at this issue that you're bringing up, which I think is pretty important. I'm the same way - I don't want to do or use anything if I don't have at least a pretty good idea of how it works. But I feel like a lot of people out there just aren't like that. They could care less about how something works, as long as it works. It's a fundamentally different mindset and we have a hard time understanding each other.

You're right about tech support training being really awful. Did you know that most tech support staff are rated based on how quickly they 'solve the problem'? Meaning the faster they get you off the line, the better off they are. Not exactly the ideal way to make sure that all problems are thoroughly addressed.
May 14, 2004

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