Technical Support Representative, Solon, OH - October 13, 2016
On a typical day I will receive anywhere from 70-100 calls a day from technicians/customers calling to check-in or troubleshoot our GPS tracking units that are being newly installed or being serviced.
I have learned to manage my time correctly and stay organized while completely each task. Each call could mean that you may be working between five different browser tabs and on two computers screens and it can get confusing if you don't develop a system.
Management is really good about keeping us informed about new processes. We regularly have meetings to assess what’s working well for others and what can be approved upon. We also have access to instant messenger so we can contact other departments if we have questions about the current task we’re completing.
My co-workers are great. Everyone is always eager to help one another and we really function well as a team. We tend to pick each other’s brain to get ideas about how we can improve our current processes when troubleshooting and repairing devices.
The hardest part of the job is when you are unable to get a device reporting correctly and you’ve exhausted all the knowledge you have on how to get it working. Sometimes it’s a simple, but at times requires involvement of others from other departments to assist you.
The most enjoyable part about my job is being able to interact with different people every day. With each call you never know what you’re going to get and that’s exciting.