Hi, I’m Julie.

I work for a wireless internet service provider that also sells professional wireless networking equipment, mostly to other internet service providers.

I’m in tech support. I field calls from our internal internet customers and as well as from outside customers that are wanting to buy the products that we sell and distribute.

Mostly its the external customers that I deal with because our network doesn’t have many problems, lately.

As anyone that has ever worked any kind of help desk or tech support knows, its a pretty easy job if you know what you’re talking about and if the customers on the other end of the phone know what they’re talking about (and they also should have common courtesy).

For the most part, the people I talk to already do know what they’re talking about because they’re in the industry, but once in a while I’ll get calls from the end user that has stumbled up on the products and wants to make it work for their house. These are people that know next to nothing about any kind of networking or how wireless works, etc.

Then there are the sexist customers. I deal with them at least twice a day. These are the ones that, when I answer the phone, immediately ask for tech support, even though my phone doesn’t ring unless they dial the tech room extension, or they’re transferred over to the tech room.  My male co-workers don’t have to deal with this.

Anyway, I just want to give a few pointers to customers that do have to call tech support so they can get the most from it. Continue reading →