Job Responsibilities
I give tech support for a major computer manufacturer.It is my
job to give each and every customer that I talk with, total care
and to make sure they are completely satisfied not only with the
services I provided but also with me. To acomplish this, after
introducing myself I ask the customer how may I help them and
what there issue is. I then devote 100% of my attention
listening and making notes of why they are calling and their
issues saying very little until the customer is through. I find
sometimes they are angry and with letting them vent this anger
through telling me what is wrong by the time they are finished
they feel better and are alot calmer. Thus being calmer when I
start to help them with their issues they are much more
reseptive and understand better with all the anger gone. I then
get all the information on their computer and check to see if it
is warranty. If they are in warranty I continue with their
issues, but if they are not in warranty I instruct them that
they are out of warranty and that there is a standard charge
applied per issue. If they wish to continue I take their credit
card information. Also when I check that they are in warranty if
their warranty is ending soon I inform them of this and tell
them I can connect them with the warranty department once we are
done if they like or they can jot down the ending date for their
warranty and call later if they wish.
Then we go through step by step through all the required
documents until their computer is working. Often this requires
that you conference in a 3rd party that the customer is using
their product....an example of this would be internet provider.
All steps are taken to make sure everything is working
properly. Once this is done you do a walk through of what was
done to correct their issue and ask if they understand
everything that you did. If they are not sure you ask them to
explain what you did and help them to understand any of the
steps taken that they missed or got wrong. This way if the
customer come up against this same issue they now know what to
do without having to call us, not that they can't but that they
know they can correct it. The customers really like this part
because it is a learning experience.
I then ask if there is anything else I can help them with?
If so we continue on with the next issue. If there is nothing
else I can help them with (if they need to be passed to the
extended warranty department) I say the following. Before
conferencing you in with the extended warranty department I
would like to ask if you are completely satified with the
service i gave you today. Once they answer I say great,
wonderful ect whatever applies and thank them for calling us. I
ask if I may put them on hold while I contact the warranty
department then I will conference them in. Once I have the
warranty department I fill the person from the warranty
department in on all the information they need reguarding the
customers computer. I then bring the customer into the
conversation and introduce them to the person from the warranty
department. I tell the customer I have given the warranty
department all the information they need and I will leave you in
their helping hands. I drop the call and move onto the next
call.
From the moment I first answered the call I had been filling out
our worksheet with everything from all the information on their
computer, plus everything the customer had an issue with, also
all the setps taken to correct their issue including if they
were completely satisified or not and any transfers if required.
We work on TPR which is Total Problem Resultion there for it is
very important to us that once we are ready to release to call
the customer is Totally Satisfied. We deal with people all over
the world that have our products and a satisfied customer is a
happy customer and most likely a repeat customer.
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Job Requirements
There is no special level of education needed and age is not a
factor at all they have people working there from 18 to people
that are on pensions. You have to answer about an hour of
questions on line, this is to establish if you are the type of
person that can handle customers calls from happy customers just
asking questions to very angry and sometimes insulting
customers. Once you get past this point an appointment is setup
and you go in and they talk with you for awhile then you are
sent into another room and answer about another hour of
questions. You then hand in you answer sheets and leave and if
you meet all the is required they call you and tell you when you
start your training. You are then in training for 2-3 weeks.
At the end of your training you are put on the floor with the
others. They have a working policy that everyone helps each
other so if you get in a sisuation that you can't handle alone
there is someone right there beside you that will gladly help
you and at all time you remain in control of the call at all
times.
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Uppers
I love helping people when they are satisfied it give me great pleasure. You
get to talk to people from all over and alot of time when you are waiting for
different programs to run instead of sitting there with dead air you talk with
the customer about the area they are from, recipes, hobbies ect. With each and
every person you learn new things and I think this is great.
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Downers
Sometimes when you first answer a call the customer is either
screaming and swearing or drunk and being nasty....with these
customers you give them 2 warnings and on the second one you
tell them if they continue in this abusive manner you will have
to end the call. If they continue a third time you tell them
that your sorry but you are ending the call now and ask them to
please call back when they are able to carry on a conversation
properly and you hangup and record all that happened.
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Lifestyle
There are any thing from parttime positions to 8 or 12 hour shifts. No one works
sunday. Everyone chosed the shift they want with what days off they want
according to what is left when it is there turn (this is done by senority). There
are alot of different social thing to get involved with from picinics, parades,
bowling ect. The dress is casual formal. They have a cafateria that is has great
food for good prices. There are 2 cybra lounges with chairs, tables, phones(that
you can us at no charge). Plus a tv in each lounge. There are also several
computer you can use. In your work area there is a room with a fridge, microwave
and sink for all to use. They also run all different kinds of contests where you
can win things like complete latest model computers to cash.
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Compensation
In training and for the first 2 weeks on the floor you get
10.50 an hour plus a insentive fee for each transfer this are
different amounts. Once you are there for 2 weeks you go up to
11 dollars an hour. Then at every 3 months up to your first
year there is a review to see if you are progressing properly
and getting the issues solved, if you are you get a 25cent an
hour raise. They have an group insurance program in effect that
you join after 2 months. You get to chose the level of
coverage. They all include dental, prescriptions, eye doctor
disability and so forth. Its like having a gold, silver and
bronze package of course gold having a higher percentage of
coverage and added things and bronze have the bare coverage.
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Advice to Jobseekers
I think this type of job will be here for many years to come.
The best piece of information I can give is remember the
customer is not upset with you, it is so easy to take their
anger personally. But if you stay calm they usually tend to
calm down. Insure them that you will do everything you possibly
can to help them with their problem and if you have done all you
can then you get assistence from a senior that we will stay with
you until your issues are all solved this usually also aids in
making the customer alot more relaxed. Always remember smile
because believe it or not the customer knows when your smiling.
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