I feel like I’ve been a tech support guru for the past year or two. It’s not even a real job. I have an office with a desk and chair, an open notebook, and a laptop, where I spend hours talking to people who have issues with their computer or devices.
When I say “tech support,” I mean that I spend most of my time helping a user get better. It’s not just about fixing a broken computer or a network problem. As a tech support guru I know that I’m ultimately helping people solve their problems not just “fix it.
It’s not really the tech support’s job to help us fix our problems. Its more the job to help people fix the problems themselves, not to help them solve them themselves. Its just that if you can help a user fix their problem, that person shouldn’t need anything else.
Abaxis is one of those companies that helps you fix your own computer, but then takes a few minutes to say, “Wait, you can’t do that.” I know that I’m here to help you fix your computer, but I might as well be helping you solve your problem, not fixing it for you.
The main difference between the two is that you can fix the problem in one place that you can fix it in another place, but only if the other person is a member of your team or is also a member of your family.
This is exactly the way I feel about a lot of tech support businesses. The first time they show up to fix my computer, I’m generally just going to walk away. But then I do see them fix my computer, and I feel a little better about it, because I know that other people have a worse time. And then I come back, and I see them fix their computer even worse, and we’re not even talking about the same thing.
Also, a lot of companies, especially tech support companies, are more about making themselves look good than actually being helpful. That’s okay. As long as you’re not the one that gets yelled at/fired for using the wrong tool.
I’ve already seen some of the tech support companies in my travels around the u.s. that have this attitude. The problem is, these are the people that you don’t want to be in contact with. They are the people that will not acknowledge that you are in a panic, that you are frustrated, that you are stressed, that you are worried about your computer, and that you are freaking out because of something that you think might be malicious.
The tech support companies are the people that won’t even acknowledge when you are crying or worried, and they are the people that your friends and family will not come to see about this issue. They will show up to the tech support department to report back on the status of your issue, and they will try to force you to spend time with them. The best example is our friend in the chat room.
You have just spent a week trying to fix something you think might be a virus or something, like a weird game that is causing your computer to hang up, or a bad memory chip. After a week, your computer is back to normal, and you are starting to feel a little better. Your computer technician, however, is starting to see red flags, and it might be time to get you in to a tech support room.