Here are my top 5:
1.) "I need to speak to an engineer" - I used to answer the incoming lines some times when I was in my tech support role, so I was the first person most guys would hear on the phone. I'm female, and have a young sounding voice, so guy says, "Uhh tech support please." Me, "Oh okay I can help you." Him, "Oh no I really need to speak to an engineer or a technical person." Me, "Umm yup I can help you. What's the issue?" Once we got past that it was usually smooth sailing, but I just thought it was funny how many times that happened. A very few times they just refused to speak with me at all without even giving me a chance. That was when I'd pass them to my Director of Engineering, and he'd pass them back to me, "Oh you really should be talking to Victoria" haha
2.) The Scientific Method - Ahh the scientific method. I think we all probably learned it around the 6th grade. You have a question. An issue in the field. We come up with a hypothesis. A guess at what could be causing the problem. Then we test that hypothesis with a variable. If you change multiple variables you'll never find out the answer to the question - WHY! Why is the problem is happening? I don't understand how some people do not get this. When trouble-shooting you must apply the scientific method! I know, I know, sometimes they have a consultant breathing down their neck, or an end user screaming. You just need it to work! I get it! Although, in order to solve the problem permanently, we have to know why it is happening. Sometimes it takes jumping through some hoops to figure it out. Back tracking, or removing points from the flow is not always the fastest way, but it usually the surest way to fix the problem and fix it for good. The only way to truly figure out the WHY is to apply the scientific method, one variable at a time...
3.) "I didn't press that button" - Are you sure, because that is the only possible way your equipment could be in that status. Some people just don't listen. "Please remove the power cord from the back of the unit." CLICK. "Ok the unit is off." "Did you just switch the power button on the front?" "Yea." "OKAY r-e-m-o-v-e t-h-e p-o-w-e-r c-o-r-d" Maybe I have to talk slower.
4.) "Can you hear me now?" - There's one guy in a deep dark basement, behind a rack, in another room from the main displays, and on a cell phone....Need I say more?!
5.) "What's a ground loop?" - Believe it or not I've had this question a number of times. Believe it or not ground loops can cause some crazy stuff to happen more than just buzz and hums.
As I saw these and other things over and over, it gave me small insight into human nature, and ultimately, it was a very rewarding role for me. You have this guy who is an "expert" in his field. He has come to stopping point in his job. He is frustrated. He maybe has read a datasheet or flipped thru the manual. Something just isn't right. He has tried everything he can think of, so he picks up the phone. He is now relying on me to fix his problem. I was a young whipper-snapper answering these calls and helping these guys out in the field, in the trenches, on the front line. I liked being in that role where they needed me, and I didn't get off the phone until the problem was resolved, whether it was my equipment causing the issue or not. My goal was to always have the call end with them saying, "Thank you so much! You were so helpful! We got it fixed!"
What have been your experiences on the tech support giver or receiver side?
