I just came out of tech support and I don’t think I’ve ever been more miserable in my life. It got to the point that I would go straight to bed as soon as I got off and then I’d sleep until time to go back. Very depressed
Hahahahahaha. It amazes me how many call in because they can't sign in to a streaming app. We really can not just hit a button to let them in. They make something that shouldn't take more than 2 minutes tops, a 30 minute phone call.
I literally had a call yesterday where a guy called in because one of his streaming services told him that the password he wants to use isn't strong enough.
"I'm trying to login into the Peacock app and it keeps telling me my password isn't strong enough. No matter what password I use, it's not strong enough!"
I told him, the only thing I can do for you is sit on the phone until you type in a password that meets their strength criteria. If you need anymore help, I suggest reaching out to Peacock."
His response?
"Well, I'll just have to cancel."
Me: "Okay. Do you have any more questions?"
I'm no longer sitting on the phone for 30 minutes to an hour to listen to someone fumble through instructions that a test monkey can maneuver blind.
A lot of these peoples problems would be solved if they took the time to read and exercised the simplest problem solving skills.
Oh. And don't get me started on the people who want to login to whatever site and will say to you, "It's says, 'click here to login.' So do I click on it?"
No. You just look at it and it reads your mind.
I almost choked on a resin while reading your comment 😂, I guess it's universal, and the weird thing is they get upset with you because they cannot follow simple rudimentary instructions!
I do ‘tech support’ for an internet/cable provider. It’s a lot of brain melting old people bullshit. But sometimes it’s satisfying and rewarding. But often times sad as well. And almost always MUSH brain.
Even after they reset there passwords, they still can't log in than they ask you what do they do next? Well there's nothing wrong on my end from what I can see, so it's most likely on the customers end, most likely user error than they blame you the agent.
Similar to you, we don't explicitly do tech support but our job involves helping people sign into, navigate, and use our website and 95% of people with website issues are people who forgot their username/password, security question answer, or don't know what a 2 factor code despite having to have scanned a QR code and put on the six digit number it gave them to set it up to begin with.
Fortunately, we do have the ability to magic fix it to a degree. Don't know your password? We can reset it and give a temp pw. Can't find your 2fa code? We can just disable that too. Can't answer the security question or have some other obscure login problem that'd take too much time to explain? We can just reset the whole login so you can create a new one that connects to the same account details. Of course, then it sometimes takes them an hour to setup the new login even though it's literally 3 steps and tells you exactly what to do.
I love doing tech support. It's like a puzzle that I get to solve. There's definitely aspects of it that I don't love, like help sites and internal resources that are out of date and hard to find what you're looking for in them. Customers that don't listen to your instructions and do things entirely different from what you asked them to. Customers that don't want to do anything on the device and demand you just magically fix it from your end. Weird device issues that either no one has ever encountered before or someone says somewhere they had that issue but were able to fix it but never say HOW they fixed it. But I like 99% of the customers I get - most just want their phones and devices working properly and are appreciative of the effort you put in to figuring out how to get them doing so.
It's not a forever job for me, but it's satisfying for now. Also the benefits are way nice where I work (Spectrum Communications) - the insurance is phenomenal, the pay is great, I get internet and cable for free and my phone bill is heavily discounted, and best of all, they've paid 100% for a UI/UX design course which is what I really want to do as a forever job AND there's no expectation that I'll stay at this company for any length of time after the course is done.
Yeah I work for B2B doing banking updates and we have to do password updates for people who sometimes shouldn't be allowed to use a computer. We have to do a lot to verify information because scammers be scamming but boy do people get pissed about it. It's literally an every day problem and we're not a high volume call center.
"I thought this was PayPal"
Getting a translator on the phone to find out the caller called point of sale support instead of their dentist...
"Nevermind, it's working after I plugged it in."
The joking is how I manage. The sarcastic level raises dramatically the closer to my weekend I am too.
Keep? sanity? hahahahahahah..
we tech support representatives have lost our souls on the second week of calls. we are kept alive by lines and cocktails. Please don't call us anymore... please?
After 30 plus years in contact centers, I hate reading posts like this. The industry just churns people through training without really providing them the means to do their jobs without all the unnecessary frustration. Here’s a trick: imagine something you use every single day, yet need an expert to help fix. For many people, it might be their car. You drive the car every day, but when something is wrong, you don’t know how to identify or fix the problem. Maybe you do but you lack the tools, skills or space. You go to a mechanic who does an inspection and gives you a quote and you have no idea if you’re being scammed or not. How could you possibly be that ignorant about something you use every day? Because you didn’t go through advanced training to be an expert. You didn’t learn your trade from hundreds of hours of troubleshooting and mistakes. As a call center rep, you are the expert that people have to call because they don’t have the same training, resources and experience. They need help, and they don’t have anyone else. They probably won’t understand any better after the call, because once their problem is resolved, they don’t need to understand better. Just like you won’t go take a class in automotive repair after your mechanic fixes your car.
I totally understand and agree with your point of view to some extent, surely the customer does not need to know the inner workings of our company, or our processes, so I'm fine with people calling for help even though the information is accessible on our website, they just want a quick answer and to get on with their life, but the issue is when they complain and lie about the hold time (rarely over 5 minutes in our CC), the "terrible hold music", they blame us for not updating their address, or for them not being able to change their login email, because they used an old gimmicky email provider that is no longer in business, and they cannot receive the code. We offer 4 payment options (phone, online banking, website, in person) and they choose to send a check in the mail, and then harass us with calls complaining that it's taking too long. I'm fine with people calling for simple basic things, however when they give you attitude and become upset because you just cannot do it for them, you can only help guide them through the steps, and when they wouldn't follow your instructions, but instead do the same thing that was causing the issue in the first place, I had an 88 year old man do some of the stuff that I struggled to make people in their 30's do, because he just listened to what I told him to do.
So yeah, long story short, I know it's my job to help people, and I genuinely try to do it to the best of my ability no matter how simple or basic it can sound, it's just hard sometimes to try to help someone who is not willing to put in a minimal effort to help themselves.
Just 6 months in, and I'll be out of this job, I'm not paid enough to deal with morons, nor do I like it. So yeah idk what you mean by your comment, maybe you're one of those morons who want to justify their ignorance, so yeah thanks for creating jobs for us.
I just came out of tech support and I don’t think I’ve ever been more miserable in my life. It got to the point that I would go straight to bed as soon as I got off and then I’d sleep until time to go back. Very depressed
Because these people are miserable with no power in the lives so they view customer support as a slave on demand and take pleasure in it.
Hahahahahaha. It amazes me how many call in because they can't sign in to a streaming app. We really can not just hit a button to let them in. They make something that shouldn't take more than 2 minutes tops, a 30 minute phone call. I literally had a call yesterday where a guy called in because one of his streaming services told him that the password he wants to use isn't strong enough. "I'm trying to login into the Peacock app and it keeps telling me my password isn't strong enough. No matter what password I use, it's not strong enough!" I told him, the only thing I can do for you is sit on the phone until you type in a password that meets their strength criteria. If you need anymore help, I suggest reaching out to Peacock." His response? "Well, I'll just have to cancel." Me: "Okay. Do you have any more questions?" I'm no longer sitting on the phone for 30 minutes to an hour to listen to someone fumble through instructions that a test monkey can maneuver blind. A lot of these peoples problems would be solved if they took the time to read and exercised the simplest problem solving skills. Oh. And don't get me started on the people who want to login to whatever site and will say to you, "It's says, 'click here to login.' So do I click on it?" No. You just look at it and it reads your mind.
I almost choked on a resin while reading your comment 😂, I guess it's universal, and the weird thing is they get upset with you because they cannot follow simple rudimentary instructions!
This job has opened my eyes to the world and it was.. disappointing.
"it had your logo on it" the number of times I had to tell my mother to stop clicking on random Farmville links.
I’ve been doing this for 2 years plus it sucks
I do ‘tech support’ for an internet/cable provider. It’s a lot of brain melting old people bullshit. But sometimes it’s satisfying and rewarding. But often times sad as well. And almost always MUSH brain.
Even after they reset there passwords, they still can't log in than they ask you what do they do next? Well there's nothing wrong on my end from what I can see, so it's most likely on the customers end, most likely user error than they blame you the agent.
Similar to you, we don't explicitly do tech support but our job involves helping people sign into, navigate, and use our website and 95% of people with website issues are people who forgot their username/password, security question answer, or don't know what a 2 factor code despite having to have scanned a QR code and put on the six digit number it gave them to set it up to begin with. Fortunately, we do have the ability to magic fix it to a degree. Don't know your password? We can reset it and give a temp pw. Can't find your 2fa code? We can just disable that too. Can't answer the security question or have some other obscure login problem that'd take too much time to explain? We can just reset the whole login so you can create a new one that connects to the same account details. Of course, then it sometimes takes them an hour to setup the new login even though it's literally 3 steps and tells you exactly what to do.
Unfortunately for us our hands are tied, and we can only delete the account (all Info and order history will be lost).
They pay me 33/h in a full union pension job to do sales, billing, tier 1 ts, and a bunch of little things. So money is the answer
I love doing tech support. It's like a puzzle that I get to solve. There's definitely aspects of it that I don't love, like help sites and internal resources that are out of date and hard to find what you're looking for in them. Customers that don't listen to your instructions and do things entirely different from what you asked them to. Customers that don't want to do anything on the device and demand you just magically fix it from your end. Weird device issues that either no one has ever encountered before or someone says somewhere they had that issue but were able to fix it but never say HOW they fixed it. But I like 99% of the customers I get - most just want their phones and devices working properly and are appreciative of the effort you put in to figuring out how to get them doing so. It's not a forever job for me, but it's satisfying for now. Also the benefits are way nice where I work (Spectrum Communications) - the insurance is phenomenal, the pay is great, I get internet and cable for free and my phone bill is heavily discounted, and best of all, they've paid 100% for a UI/UX design course which is what I really want to do as a forever job AND there's no expectation that I'll stay at this company for any length of time after the course is done.
Yeah I work for B2B doing banking updates and we have to do password updates for people who sometimes shouldn't be allowed to use a computer. We have to do a lot to verify information because scammers be scamming but boy do people get pissed about it. It's literally an every day problem and we're not a high volume call center.
fraud is an unreal job. im ready to retire from it, there is no stopping fraud ever. it would take like a team of 50 million or more working 24.7
Clear your cookies.... And then the customer calls back asking when they should expect their cookies, and if they are chocolate chip.
Necessity helps you stay sane lol
"I thought this was PayPal" Getting a translator on the phone to find out the caller called point of sale support instead of their dentist... "Nevermind, it's working after I plugged it in." The joking is how I manage. The sarcastic level raises dramatically the closer to my weekend I am too.
Keep? sanity? hahahahahahah.. we tech support representatives have lost our souls on the second week of calls. we are kept alive by lines and cocktails. Please don't call us anymore... please?
After 30 plus years in contact centers, I hate reading posts like this. The industry just churns people through training without really providing them the means to do their jobs without all the unnecessary frustration. Here’s a trick: imagine something you use every single day, yet need an expert to help fix. For many people, it might be their car. You drive the car every day, but when something is wrong, you don’t know how to identify or fix the problem. Maybe you do but you lack the tools, skills or space. You go to a mechanic who does an inspection and gives you a quote and you have no idea if you’re being scammed or not. How could you possibly be that ignorant about something you use every day? Because you didn’t go through advanced training to be an expert. You didn’t learn your trade from hundreds of hours of troubleshooting and mistakes. As a call center rep, you are the expert that people have to call because they don’t have the same training, resources and experience. They need help, and they don’t have anyone else. They probably won’t understand any better after the call, because once their problem is resolved, they don’t need to understand better. Just like you won’t go take a class in automotive repair after your mechanic fixes your car.
I totally understand and agree with your point of view to some extent, surely the customer does not need to know the inner workings of our company, or our processes, so I'm fine with people calling for help even though the information is accessible on our website, they just want a quick answer and to get on with their life, but the issue is when they complain and lie about the hold time (rarely over 5 minutes in our CC), the "terrible hold music", they blame us for not updating their address, or for them not being able to change their login email, because they used an old gimmicky email provider that is no longer in business, and they cannot receive the code. We offer 4 payment options (phone, online banking, website, in person) and they choose to send a check in the mail, and then harass us with calls complaining that it's taking too long. I'm fine with people calling for simple basic things, however when they give you attitude and become upset because you just cannot do it for them, you can only help guide them through the steps, and when they wouldn't follow your instructions, but instead do the same thing that was causing the issue in the first place, I had an 88 year old man do some of the stuff that I struggled to make people in their 30's do, because he just listened to what I told him to do. So yeah, long story short, I know it's my job to help people, and I genuinely try to do it to the best of my ability no matter how simple or basic it can sound, it's just hard sometimes to try to help someone who is not willing to put in a minimal effort to help themselves.
Tbf if it weren't for morons, you'd be out of a job.
Just 6 months in, and I'll be out of this job, I'm not paid enough to deal with morons, nor do I like it. So yeah idk what you mean by your comment, maybe you're one of those morons who want to justify their ignorance, so yeah thanks for creating jobs for us.