Friday, February 12, 2021

Knowledgable Boss Is Underestimated, Proceeds To Win Tech Support


We've seen our fair share of bosses that never should've been put in their places of power in the first place. With that being said, it's nothing short of deeply satisfying to see a boss show the rest of the world why they were given the reins like they were. This boss pulled off some straight up tech support magic, and left everyone else in speechless awe. Pretty awesome that she was able to extract that number in under 8 minutes. You don't even need to know what that means to appreciate the timely manner with which she pulled it off. 

1.

Font - r/talesfromtechsupport + u/syninthecity · 17h • sometimes you need to stroke.. * 1 2 4 1 3 1 1 The day my boss won Tech Support. Medium I mostly lurk, but this..this boys, girls and enbie friends...this story had to be told. Some minor context- we do software support for a thing that's used by...essentially everyone, we may go from a call with a mom and pop running everything on an underpowered ancient SBS 11, to a multinational running ten thousand server instances in their own cloud and

2.

Font - germane to this story, but germane to the ticket. We're not rocket scientists, but we see all kinds of stuff, in all kinds of set ups, and everyone came up as a tech first. We're of course, all remote. So teams, and bloody internet access is life. Middle of the day, my boss and I lose teams. We're coordinating about 20 people and interfacing with a couple other departments on moderately important things. No big deal. ten minute later, she pops back into chat. "/ISP/ known for being jerks

3.

Font - The t2 call lasted some what longer, as they made the mistake of debating whether her knowledge of enterprise level routing was relevant and she was forced to explain the finer points of the OSI model to them. They thought they'd placed her on hold. (oops.) SO she heard the quick discussion of who best in t3 could shut this "karen" down. This gave her enough time to backchannel another tech of ours who had come from "/ISP? known to be jerks" a few years ago, and find out the name of the t

4.

Font - By the time he came on the call, she asked him to bring that gent in by name. Presumably wetting himself and wondering what fresh abyss he'd opened on this fine Thursday morning he did so. She opened with a run down of the diagnostics she'd been able to run so far, and what she'd need to diagnose the issue on the fly with them. After a quick review they agreed there was almost certainly something wrong at her last mile node and they'd get back to her within the hour.

5.

Font - "nope".. I'm responsible for issues with companies, INCULDING YOURS that run in the millions of dollars per minute of outage time, my contract with you is ironclad, and according to whatI see here, you directors email is "X". What personal assurances do I have, that you'll have me an answer within 30 minutes? Guys, she extracted a t3 leads personal cell phone number, in under 8 minutes flat. precisely 26 minutes later she texted him a picture of the car that had taken out the hub servicin

6.

Font - At 29 minutes she got a call FROM the lead, letting her know they'd forwarded it to their local NOC tech's and a truck was rolling. No karening involved, she just bloody massacre'd these guys in seconds with pure tech and all I can do is come to bear the tale of the day my boss won customer support. It's an hour later and I'm still just kind of sitting here in awe. 2.2k 3 177 1, Share

7.

Handwriting - Nik_2213 · 16h My wife and I had an understanding: I'd do my hapless best on the phone but, if a call-centre wanted to play 'silly whatsits', l'd invoke our 'nuclear option' and pass the hand-set to her... G Reply 4 578 3 ... +

Submitted by:

Posted by at
Labels:

No comments:

Post a Comment

Subscribe to: Post Comments (Atom)