Hi there good day to all of you co steemit. I will share to you today an article about the tedious job of a technical support personnel specially in the line of IT or Information Technology, those individuals skilled in computer maintenance and support as well as those who have knowledge and expertise in the use of computer applications software and hardware troubleshooting. Let's call this person a "techie". What are the scope of duties and responsibility does a techie have and how can they assist one's life to make it more easy and not as complicated for those who have no idea of sort in using a computer or high technology device.
Do you have for instance encounter such a problem on your desktop computer or laptop, that you can't seem to fix or solve such complicated issue of such application or when you experience an attack from computer virus that almost wipe out your hard work documents and important data file in your computer. Just like what the Ghostbuster popular question connotes " Who you gonna call?" No not the Ghostbuster of course but those person who are skilled enough in solving such technical problems and this where the "techie" enter the scenario. That is why this individual or group of person are knowledgable enough to distinguish what a real threat and just an ordinary loop of maze can affect a layman in their problems, they can easily come to a solution to the problem and are cool enough to calm an irrate person.
In the case of calling help from technical support just like mostly in a call center, when a customer calls tech support they are usually looking for additional help or information on the product they have purchased through the company. With the advancements of the internet, technical support is no longer offers just through local stores and over the phones, but also through email communications and online chat support. So if you're in the position of a technical support or a techie, just look how many situational problems you will encounter, not just an issue regarding a product but even to a simple forgotten instruction or lack of common sense, a techie must be able to address and assist with calmness and poise so that the caller will not be angry and lost in the dillema he/she is facing. This techie must deliver in an approachable manner and must always be cheerful and pleasant to converse with a caller. In this moment when a techie is face with a gargantuan task of solving a computer problems or addressing such issue, a techie is always armed with a good understanding of popular software, basic hardware troubleshooting and some degree of networking experience so that they can easily resolve this complicated matter.
Last but not the least, people who area skilled in technical knowledge need to develop good customer service skills. Even if you are just talking to people over the phone, you must always be courteous and cheerful. You must develop the patience to explain technical concepts to customers. Always keep in mind that most of the people that you will be talking to are not knowledgeable when it comes to technical matters.
The reason why i wrote this article because i simply relate to a techie's job per se and that i know what they are experiencing and facing many challenge that can help a lot of people who are confused, irrate, as well as lost in the new technology we are using today. Being a techie is not that easy and i for instance have experience lot of stress, pain and humiliation to some caller who at some point of time and even violate such human right, however i'm not pointing to all callers in need of technical help but to some who just can't be pleased on the solution given. The world we are living today are becoming more and more complicated than before because of technology and new trends and if such people doesn't know how to go with the flow of things, such confusion and chaos may arise. That is why we need some help from this geek that we use to call a "techie".
Credit goes to the author of the image i used, thank you and happy reading.
image source: technogra.ph/2009/10/19/someone-help-lolatechie-shop-for-computer-parts/