18 years in evolving levels of tech support and handling escalations.
Pros: good work enviroment and routine training.
Cons: unrealistic expectations of how fast training can be done, metric obscession resulting in short term success and long term failure.
Generally routine PC tech support.
I learned a lot about reading customers and about PC support.
Management does a good job most of the time with the routine stuff.
My co workers were exception. There were nearly non existant personnel conflicts.
The hardest part of the job: reading customers, anticipating objections and handling inappropriate customer – more... behaviour.
The most enjoyable part of the job: Resolving a technical or customer issue that multiple others had failed to resolved. Being acknowledged by the customer as the 'best". – less