IT Technician Call Center
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Judging from my experiences with tech support, if you can say 'is the firewall turned off', 'is it plugged in' and 'is it turned on', you will be fine. I actually got a tech call from the in laws, and they told me the PC didn't work, I said check if it's plugged in, and that solved it.
Christian Graus - Microsoft MVP - C++ "I am working on a project that will convert a FORTRAN code to corresponding C++ code.I am not aware of FORTRAN syntax" ( spotted in the C++/CLI forum )
Christian Graus wrote:
I actually got a tech call from the in laws, and they told me the PC didn't work, I said check if it's plugged in, and that solved it.
:laugh:
Nobody can give you wiser advice than yourself. - Cicero .·´¯`·->ßRÅhmmÃ<-·´¯`·.
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Judging from my experiences with tech support, if you can say 'is the firewall turned off', 'is it plugged in' and 'is it turned on', you will be fine. I actually got a tech call from the in laws, and they told me the PC didn't work, I said check if it's plugged in, and that solved it.
Christian Graus - Microsoft MVP - C++ "I am working on a project that will convert a FORTRAN code to corresponding C++ code.I am not aware of FORTRAN syntax" ( spotted in the C++/CLI forum )
Basically an oral flow chart should workout the trick. A good long-term remedial solution only works via written conversational emails. Isn't it?
Vasudevan Deepak Kumar Personal Homepage Tech Gossips
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Whatever happens, whatever they ask you, remain calm and make sure you modulate your voice and sound like you're smiling.
Very true. The customers might be in a very impatient and also pounded by a lot of anxieties which they may be inadvertantly (or deliberately) venting out on the tech support staff. The magical trick '
Handle with good Calm and Poised mind with enough amount of mental tranquility' forms the good foundation of an IT Technical Call Center staff. :)Vasudevan Deepak Kumar Personal Homepage Tech Gossips
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Hi guys, I have applied for IT technician Call center job where i have to help customers in solving their computer related question. Very soon ill be getting call for telephonic interview. Can any one suggest me some general questions which i should be aware of? This is just a part time job along with my uni and i really need it... Thanks a lot James
I've been interviewing candidates quite a bit over the last few weeks. My number one bit of advice, come across as keen and capable... we've had several people (including new grads, PhDs and 8+ years experience) come in and within minutes they were "No hire" as they just didn't seem to care about us, their existing employer* or themselves! If you can't pass that first test, doesn't matter what your technical ability is. In our case, we're intending to get some juniors in to train up, so actual experience usually is not as important as most candidates think! * Don't slag off your existing employer... we almost always make such people a "no-hire" since they'll be doing the same thing about us next time they move on!
Regards, Ray
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Judging from my experiences with tech support, if you can say 'is the firewall turned off', 'is it plugged in' and 'is it turned on', you will be fine. I actually got a tech call from the in laws, and they told me the PC didn't work, I said check if it's plugged in, and that solved it.
Christian Graus - Microsoft MVP - C++ "I am working on a project that will convert a FORTRAN code to corresponding C++ code.I am not aware of FORTRAN syntax" ( spotted in the C++/CLI forum )
Christian Graus wrote:
Judging from my experiences with tech support, if you can say 'is the firewall turned off', 'is it plugged in' and 'is it turned on', you will be fine.
That's pretty much right. I'm the Philippines now and I met one girl at the pub the other night who told me her job was training people to provide IT support. It didn't take me long to ascertain that she knew *absolutely nothing* about computers and that she was actually training them how to read a script. I just poured myself another really big shot of rum... :doh:
I enjoy occasionally wandering around randomly, and often find that when I do so, I get to where I wanted to be [^]. Awasu 2.3.1 [^]: A free RSS/Atom feed reader with support for Code Project. 50% discount on the paid editions for CP members!
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Hi guys, I have applied for IT technician Call center job where i have to help customers in solving their computer related question. Very soon ill be getting call for telephonic interview. Can any one suggest me some general questions which i should be aware of? This is just a part time job along with my uni and i really need it... Thanks a lot James
Thanks to you all.... I am waiting for the call. Let's see if it goes fine... :)
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I've been interviewing candidates quite a bit over the last few weeks. My number one bit of advice, come across as keen and capable... we've had several people (including new grads, PhDs and 8+ years experience) come in and within minutes they were "No hire" as they just didn't seem to care about us, their existing employer* or themselves! If you can't pass that first test, doesn't matter what your technical ability is. In our case, we're intending to get some juniors in to train up, so actual experience usually is not as important as most candidates think! * Don't slag off your existing employer... we almost always make such people a "no-hire" since they'll be doing the same thing about us next time they move on!
Regards, Ray
Ray Hayes wrote:
Don't slag off your existing employer
Absolutely. It is better not to comment if you don't like. Negative comments surely boomerang back.
Vasudevan Deepak Kumar Personal Homepage Tech Gossips
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Thanks to you all.... I am waiting for the call. Let's see if it goes fine... :)
Wishing you all the best. :)
Vasudevan Deepak Kumar Personal Homepage Tech Gossips
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Christian Graus wrote:
Judging from my experiences with tech support, if you can say 'is the firewall turned off', 'is it plugged in' and 'is it turned on', you will be fine.
That's pretty much right. I'm the Philippines now and I met one girl at the pub the other night who told me her job was training people to provide IT support. It didn't take me long to ascertain that she knew *absolutely nothing* about computers and that she was actually training them how to read a script. I just poured myself another really big shot of rum... :doh:
I enjoy occasionally wandering around randomly, and often find that when I do so, I get to where I wanted to be [^]. Awasu 2.3.1 [^]: A free RSS/Atom feed reader with support for Code Project. 50% discount on the paid editions for CP members!
Taka Muraoka wrote:
she knew *absolutely nothing* about computers
*absolutely nothing*is the greatest asset for them though. :)Vasudevan Deepak Kumar Personal Homepage Tech Gossips
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Whatever happens, whatever they ask you, remain calm and make sure you modulate your voice and sound like you're smiling.
digital man wrote:
Whatever happens, whatever they ask you, remain calm and make sure you modulate your voice and sound like you're smiling.
Whatever happens DON'T sound like your smiling - the last thing you need when your internet has been down for 3 days and there's smoke pouring out of the back of the laptop is the image of an acne ridden geek grinning like an idiot on the other end of the phone!! I would say try to remember the last time you called a technical help line and try to do better, if you have to work from a prepared script then try not to sound like your reading from a script. As for the best questions to ask - it obviously depends on the problem - well it should anyway, I had one guy insisting I check if the power was plugged in even though I had already told him I was getting an error message! I always think the usual approach of instructing the customer eg 'Turn off and boot in safe mode' would be better replaced with the question 'Have you tried booting in safe mode?' Then you could go on to 'Could you try that again for me?' It helps if there is an interaction rather than a set of instructions read from a chart. Good luck!
Apathy Rules - I suppose...
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Judging from my experiences with tech support, if you can say 'is the firewall turned off', 'is it plugged in' and 'is it turned on', you will be fine. I actually got a tech call from the in laws, and they told me the PC didn't work, I said check if it's plugged in, and that solved it.
Christian Graus - Microsoft MVP - C++ "I am working on a project that will convert a FORTRAN code to corresponding C++ code.I am not aware of FORTRAN syntax" ( spotted in the C++/CLI forum )
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Hi guys, I have applied for IT technician Call center job where i have to help customers in solving their computer related question. Very soon ill be getting call for telephonic interview. Can any one suggest me some general questions which i should be aware of? This is just a part time job along with my uni and i really need it... Thanks a lot James
Make sure that no matter how much they explain that the wireless connection is obviously fine, because they can browse the router homepage, you insist that they manhandle their computer to where the router is and connect it with an ethernet cable, then act surprised when that doesn't fix the problem.
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digital man wrote:
Whatever happens, whatever they ask you, remain calm and make sure you modulate your voice and sound like you're smiling.
Whatever happens DON'T sound like your smiling - the last thing you need when your internet has been down for 3 days and there's smoke pouring out of the back of the laptop is the image of an acne ridden geek grinning like an idiot on the other end of the phone!! I would say try to remember the last time you called a technical help line and try to do better, if you have to work from a prepared script then try not to sound like your reading from a script. As for the best questions to ask - it obviously depends on the problem - well it should anyway, I had one guy insisting I check if the power was plugged in even though I had already told him I was getting an error message! I always think the usual approach of instructing the customer eg 'Turn off and boot in safe mode' would be better replaced with the question 'Have you tried booting in safe mode?' Then you could go on to 'Could you try that again for me?' It helps if there is an interaction rather than a set of instructions read from a chart. Good luck!
Apathy Rules - I suppose...
I meant sound like you're not about to cut your own throat or theirs. There is nothing worse than speaking to some spotty 15 year old virgin geek with a bizarre accent who also sounds suicidal. When doing telephone sales training (not quite the same, I know) one of the first things they get told is "stand up, smile, speak up". It's to set the caller in the right frame of mind (in this case the person answering the call).
Steve_pqr wrote:
'Have you tried booting in safe mode?
And how many normal (non-geek) people would have a clue what that means?
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I meant sound like you're not about to cut your own throat or theirs. There is nothing worse than speaking to some spotty 15 year old virgin geek with a bizarre accent who also sounds suicidal. When doing telephone sales training (not quite the same, I know) one of the first things they get told is "stand up, smile, speak up". It's to set the caller in the right frame of mind (in this case the person answering the call).
Steve_pqr wrote:
'Have you tried booting in safe mode?
And how many normal (non-geek) people would have a clue what that means?
digital man wrote:
When doing telephone sales training (not quite the same, I know) one of the first things they get told is "stand up, smile, speak up". It's to set the caller in the right frame of mind (in this case the person answering the call).
I understand the theory - its the smiley voice that gets me - a sure sign that someone is gonna try sell me something - none of my friends have smiley voices!! ;P
digital man wrote:
And how many normal (non-geek) people would have a clue what that means?
Just an example!!!:)
Apathy Rules - I suppose...
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Hi guys, I have applied for IT technician Call center job where i have to help customers in solving their computer related question. Very soon ill be getting call for telephonic interview. Can any one suggest me some general questions which i should be aware of? This is just a part time job along with my uni and i really need it... Thanks a lot James