Saturday, June 26, 2010

Diving into the trenches

Yesterday way my first day going solo on the phones at SUPPORTCO. It was… interesting.

First few calls were nerve-racking, but I got more comfortable as the night went on. I was actually feeling about as confident as a person doing their first day out there could be.

We were told to not take a call after 10:45 and go back to our classroom to take care of some stuff. At 10:44 I literally had my finger on the button that logs me out of the phone system when I got a beep that told me I had a call.

It’s a call that should have taken about 10 minutes, but out of my stupidity it took about half an hour. Thankfully, though, I did get the issue resolved.

So, I learned two really big lessons today:

  1. Always use the guides and cheat sheets we have… ESPECIALLY for Wi-Fi issues.
  2. Never keep your finger on the logout button in anticipation of the computer’s clock rolling over to your time off. You’re destined to get a call.


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