I have a love- hate relationship with technical support personelle. For obvious reasons, they help fix the problem and get things in working order. However, I am one of those annoying people, who need not only to get things working but want to know HOW IT WORKS. I'm often insatiably curious about how things run, how things work and how the big picture functions. In my mind, if I know even roughly, how things function, I can do a better job keeping things from malfunctioning. Or at the very least, ask the right questions and give the right information when things do go wrong. Makes sense.
However, when I do try to get to the bottom of the big picture, most technical support people don't know how the big picture works either. They are detail managers. Their job is to fix the problem not teach about the problem. ARGH. I think corporations need to rethink the training and hiring of their technical support staff. It is not only a fix-it job. It's intrapersonal and educational. Maybe I am one of the few individuals who actually gives a shit about how things work. I'm not sure if the rest of the world really cares how domains attach to server space, what the difference is in purchasing a domain and the additional benefits of purchasing a domain and the accompanying space are...yada yada. Probably not. "Just give me the domain and make it work," is probably the rest of the world's ideology?
DAMN.
I'm quirky, what can I say.
However, when I do try to get to the bottom of the big picture, most technical support people don't know how the big picture works either. They are detail managers. Their job is to fix the problem not teach about the problem. ARGH. I think corporations need to rethink the training and hiring of their technical support staff. It is not only a fix-it job. It's intrapersonal and educational. Maybe I am one of the few individuals who actually gives a shit about how things work. I'm not sure if the rest of the world really cares how domains attach to server space, what the difference is in purchasing a domain and the additional benefits of purchasing a domain and the accompanying space are...yada yada. Probably not. "Just give me the domain and make it work," is probably the rest of the world's ideology?
DAMN.
I'm quirky, what can I say.
You're right about tech support training being really awful. Did you know that most tech support staff are rated based on how quickly they 'solve the problem'? Meaning the faster they get you off the line, the better off they are. Not exactly the ideal way to make sure that all problems are thoroughly addressed.