Anyone ever done tech support?

[Mystictrust]

I have an interview today (10am) for a job I will most likely be hired for - tech support/customer service for Samsung phones. Just wondering if anyone has done tech support... phone based... and what it was like.

I haven't had a Samsung in years, I'm sure the architecture has changed, which is a shame because I used to know Samsung phones inside and out a few years back. Oh well, I will quickly be caught up to speed if I get hired ^^ :cool:

Any input appreciated.

[Alex]

I've personally never done tech support. However, I used to train senior citizens and disabled individuals how to use their computers. I think you need a lot of patience and a willingness to keep your mouth shut when people are screaming at you.

[j__1]

I worked for a few minutes as a PC Tech/In-Home PC Tech at Best Buy in the 90s. It certianly was nothing like Geek Squad way back then... we kinda made our own rules.

How 'structured' would this assignment be... is it new department or well thought out? I'm just trying to get a feel for what you're talking about. Would you be a special queue over the phone or actually doing real repair work? I guess I'm saying we may need a little more detail.

[Mystictrust]

From what I understand, it's an established facility that would be taking queues of people on the line for call-in support when it comes to their phones. That's pretty much all I know at this point.

The interview has been rescheduled for a few hours from now but I'll have more answers after it finally goes down. .

[j__1]

TMO USA has worked with the OEMs in the past to send customer/employees via the speech IVR to these types of queues. Worked better (i.e., more efficient) than building the same skill-set in-house.

It is a brave new world.

[SoMuch2S@y]

I agree with Admin I think it takes quite a patient person to deal with the public in general, but especially when in comes to technical matters!

[Mystictrust]

Hehe, I had to take a tech support and customer service test today, and one guy said, "So I have to right click the mouse? Okay, well whose right, yours or mine?" I had to chuckle on that one, but not aloud OFC.

I agree that it would take patience, but at this point I'm going to go ahead and say that in my situation I think I can handle it - 5 years of military experience [communication under stress/pressure, varied conditions, etc] and even helping out my non-technical family/friends with their problems seems it could give me some patience...

I've learned to come to grips with the fact that non-technical people come across as "dumb" and get frustrated easily, but chances are I may have been that way when I was first teaching myself how to use a computer :o Either way... the mouse button question above is a little over the top, though I know I will encounter similar things.

I found out a little more regarding the job and it's not just Samsung cellphones anymore, that position has vanished - they wanted me for EVERYTHING Samsung. Perhaps I am picky but I refuse to sign up for a job I can't even get a LITTLE passionate about, unless I become desperate, which I'm not right now. So I have an interview on Thursday morning to do tech-support for the X-Box console and games :cool: Being that I am learning programming on the side and plan on being a video game programmer, that might look a little better on my resume.

[greenblood]

I do TS unofficially (no pay)
most of phone/computer problems worked out

[Mystictrust]

Woohoo! I am now officially Tier 1 Tech Support for the XBox systems and games!!!! And since I don't have one here at my new home, I should probably buy a 360 for - you know, business purposes and all ;-)

:cool: