Five years after the coronavirus outbreak, many Americans say public behavior in the United States has changed for the worse, according to a recent Pew Research Center survey.
Five years after the coronavirus outbreak, many Americans say public behavior in the United States has changed for the worse, according to a recent Pew Research Center survey.
“I have a problem, you need to add a feature flag to my account that wasn’t properly provisoned.”
“OK, let’s check, are you on wifi? Have cellular signal?”
“Yes, irrelevant, I need this feature code added to the account. You’ll be off this call in 30 seconds and your KPMs will look amazing.”
“OK, first, let’s try resetting your network settings.”
“You realize doing that erases all saved wifi networks, VPNs, Bluetooth pairings, and a bunch of other stuff that will take me hours to fix, and has nothing to do with my problem?”
“OK, continuing on… let me send a network refresh.”
“Just look up the feature code to provision this.”
“OK, we wil, generate a new eSIM.”
Most tech support calls here. Just give me admin access and I’ll fix it myself. (I try to never be rude, I know they gotta follow a script but I’m hand-feeding the answer here!)
I worked tech support for years and the trick is to just start off with a list of everything you’ve done. Even if you haven’t done it just hit them with that list. Most people working tier 1 support don’t actually know anything about technology and just have a list of steps to take. Once they’ve exhausted that list they are lost and have no clue what to do and that’s when they would hit me up on their help desk.
Another aspect of it could also be that they assume you don’t know what you’re talking about and are just regurgitating something you read somewhere. You wouldn’t believe how many times someone would call in with something like this “I just need this xyz solution” and they would be completely wrong about it. For the reps that know what they are doing this is at least 1 or 2 calls a day for them.