Work
or
How I support my family and computer addiction.
New Years night 2000, after 16 years of professional kitchens I traded my chefs coat and knives for slacks, collared shirts and a desk job. After a few months working for a buddies computer shop and getting my tech legs in shape, I landed at a call center supporting the original incarnation of PeoplePC. I learned a few truths while supporting this clients customers:
The digital divide exists for a reason. If you can't comprehend why a phone line is required for dial-up internet access or honestly believe your 14 year old is NOT looking at porn online- you simply should not have a computer much less one that can access the outside world.
I will never own a Ford product if I can help it. Calls from spray booth operators that start with the words "Around the shop they call me "Bad-luck Eddy" " and they need you to help set up a computer nicer than the ones the techs who are supporting them can afford is just bad juju in anyone's book. Yes I know my wife's B2300 is actually a Ford Ranger- but it says Mazda on it so that MUST make it a little better.
I will never EVER EVER step foot on an aircraft belonging to or serviced by Delta Airlines. I feel very strongly about aircraft mechanics being functionally literate. After dealing with Delta employee's who were having to sound out words like "My computer" and "modem" and "disk drive" and then discovering that they were MECHANICS, Delta Airlines quickly was removed from my list of flying options. Its not like I can afford to fly anywhere, but if I could- it wouldn't be on Delta.
Being a call center I drifted from account to account before landing on one supporting a major Telco's Wireless Web efforts as a Tier II tech. A few months later I was tapped to be a team manager. Now, 3 years later, I oversee with 4 other managers 70+ techs who have the responsibility of supporting the clients highest end business products, wireless connectivity devices and oh yah....all the work the people on the other support lines for this account can't/won't do. Like any group in this business, we have a few folks that probably don't belong but over all the techs are the best in the business. Everyone of our techs is committed to solving the callers problem and everyone is enamored with bleeding-edge tech.
You'll notice that I'm being deliberately vague about who I work for. In fact I have not named the Telco account I'm on or the actual company name. This is because as a vendor, there is a need for transparency. When you call us for support with your phone/modem/business connectivity solution you need to feel that you are talking to the actual provider of your service and not just some group of call-center-monkeys.
Granted my exposure to call centers is somewhat limited but I've heard stories of life in other call centers from employees and co-workers that have been around this business awhile. It is my firm belief that I work for one of the finest providers of vendor support in the world.