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Thursday, August 21, 2008

A Not-So-Techy Technical Support Agent

8The title of this blog pertains to me, a not-so-techy technical support agent. That's not exactly my job description but that is how I am until now. You might think that I'm not doing my job well because of what I'm writing about in here, but I am. Quite ironic, isn't it?

When I was looking for a job in Manila as a call center agent, I never imagined myself doing technical support. I know how to use a computer but don't know a lot about it. I was interested of being a sales representative. But then, the basic salary offered for a technical support agent was far better than that of a sales agent. So I grabbed the opportunity. Besides, it will be a new learning experience for me.

During the training, I really had a hard time. Not only will you have to memorize the parts of the computer, you also have to learn how to somehow fix them. Good thing about the account that I was assigned to was that we don't deal with fixing computers. Just the internet connectivity problems. Thank God I was able to pass the training.

Endorsement to the operation was a nerve-wracking experience. This was the time that we have to talk to real people with real problems. And of course, we have to give them the right solutions. We have to drain up all the things we learned during training. We have to be careful or else we might end up deleting important files on their computer or make things worse.

I admit I screwed up one time. There was this customer who doesn't carefully listen to my instructions over the phone and accidentally deleted a software in his computer. Of course, I was the one who was blamed. Good thing I have a kind superior who took care of my mess. From that time on, I make sure that I am very careful with my instructions on my calls.

The preceding months went fine. Although I am still a not-so-techy technical support agent, I found myself confident over the phone. I was able to sound like a pro! I could say that I have gone a long way so far. I have improved on my stats although I still have a lot of learning to do. I know it takes a lot of determination to become technically savvy. It takes a lot of patience too. I know I will have my time. I don't want to be stuck to being a not-so-techy technical support agent.

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