I’m sure many people out there have had to deal with Technical support at one point.
And sooner or later you have to deal with the one fucktard that almost sounds like they know what they’re doing, but really hasn’t a clue.

Today, I was that fucktard.

Let me begine by saying that I’ve had nearly zero training in the product that I’m supposed to support, yet I’m a level 2 support person.
That just means I’m supposed to be smarter than the average joe, but not as smart as the people that developed the thing.
So I get a problem in, I look at the log files, and really, I have no idea how to proceed.
I ask the usual gambit of questions, get some log files, and I’m still clueless.
So, I do what any other L2 would do in this situation, I ask the L3 people.
Well, they ask a few more questions, get a few more responses, and still no resolution.
I send some more files to L3 and the say that they’re going to work on it.

Then I start getting calls from reps about this problem, so I bug L3 to see how it’s going.
No response. And that’s what I say.
Yet more calls, yet more bugging, yet more silence.

Then today.
Well, to add to all of this my Manager is out so I have to conver all his meetings, and I get a call to say that the original problem is now moved up a notch because they have been unhappy with the support, me.
I then have to nearly BEG some other L2 person, someone that was actually trained in this product, to make some calls and have a look at the problem.
Well, of course they know the right questions to ask, they know what the problem might be, and in a few hours have a path to a possible solution.
Which, leaves me as the fucktard that knew nothing.

I hate knowing nothing. It’s not in my nature to know nothing. I’m not saying that I’m the smartest person in the world, but with a product that I’m trained on and have worked with, I’m pretty good.
But the customer doesn’t know that.
They just know me as the know nothing fucktard.

And that’s how I feel.

I’m not going to get fired or anything, I just feel like shit. I want to hide away and never come back.
That, and it’s really shitty outside.

Yes, I used fucktard a lot, but it’s my new favorite word, since this comic.

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Filed under: Blog - @ December 7, 2004 10:10 am