I got the job need advice

[grayson]

Ive been in the building trade for 15 years and i decided I wanted a change, Ive always been interested in computers, Ive built two and I am currently studying for the A+ Comptia

I looked on the Net for computer vacancies and there was a job for technical support so I though I have nothing to loose so I'll apply. The first job Ive applied for in 15years, my expectations were low to say the least.
I took an apptitude test and passed, scoring 38 out of 60, the interview went ok but not brilliant, so I didnt expect much.

Ive just had a phone call telling me Ive got the job, the new job is totally alien to me so I need a confidence booster, Im starting to dought myself. I will be answering customers queries and technical problems on the phone working in teams, I start on Monday Can anyone give me any advice on the job Im taking, Im so nervous. Thanks :eek:

[Abbadon]

Well, the most important thing I learned giving tech support is that it is VERY important to ask a lot of question, because what people are telling you is very often NOT the problem. Just keep asking untill you have a clear idea what is going on, it'll make solving stuff much easier...

[stefanus]

If you are not sure of the answer you can always use the insurance ad I heard to-day on the radio ;) . Madam I cant help you with that problem, I will put you through to our hang up department----Buzzzzzzzzz
Don`t worry be happy you will be fine :D
Break a leg.

Stefanus

[classicsoftware]

Don't worry:

First they'll train you.

Second:

Don't ask them the same question over and over. Re-phrase the question.

Keep your cool. You will have the urge to use the tools of your previous trade (ie a hammer).

Lead the customer where you want to take them.

Be a good listener.

Tailor your speech to the level of expertise. You should speak at a different rate of speed to me (I know a wee bit about computers) than you would to my mother (what's a keyboard?)

Have a great time......

[Steve]

Ive just had a phone call telling me Ive got the job... I start on Monday. Can anyone give me any advice
Start drinking heavily... ;)

Hehe...Don't worry. Like classicsoftware said, you will get training.

What I'd be more worried about is the short notice. Do they expect you to leave your present job without giving any notice? That's not right on their part or yours. What if this job doesn't work out? Wouldn't you like to be on good terms with your present employer, just in case you end up needing a job?

[deddard]

Well done! :)
As I said in my reply to your original post, follow the KISS principles - as has been pointed out above, what appears to be the problem is not always the case. You've done the A+ so you are aware of the procedures for basic troubleshooting of each area - keep these in mind when you talk. Just because someone think's their system has completely died after it crashed last night playing a game, it doesn't rule out the fact that some fool has unplugged it from the mains!
Best of luck with the job!

[Coffee Addict]

Don't worry:

First they'll train you.



Not all I.T \ companies will train you! I spent 3.5yrs in a company and
they wouldn't train support staff because if they got too smart then
they would try for the limited 3rd line admin support postions.
If they didnt progress then they would leave for better jobs!

Support staff are dispensable so investing to much money in the way of
MCP\ MCSE training is a silly investment! The only training I ever got was
"Customer Service Training" ie how to answer a phone etc etc

[Coffee Addict]

I start on Monday Can anyone give me any advice on the job Im taking, Im so nervous. Thanks :eek:

Yeah...

Don't waffle..if you don't know the answer to a solution then don't make
things up or mix up facts. Find out what the problem is....
be it an error msg, missing data, or facts presented to you from the end user.

Work very closely with your team and keep a good line of communication with
others teams too ie 3rd line support, r&d.
They will most likely be able to provide you with information that will be able to resolve the problem or
at the very least keep the end user fully informed. Often in the case of
software updates there are teething problems...

Keep on studying... something Im going to have to get back into!

Mostly enjoy the work and good luck with becoming an expert.
It ain't that bad....

[stefanus]

If you realy wnt to feel confident, go to "JOKES" and see my latest posting :D

Stefanus

[grayson]

thanks for all of your advice and support, Im touched. I feel alot better now, I think I might use some of those jokes on monday and tuesday ill be unemployed :D