The Dirty Secrets of Your TradeSo, Television is a hot bed of lies, deceit and made up competitions. We can't say that we are that surprised... every job is full of this stuff. It's not like the newspapers currently kicking TV whilst it is down are all that innocent.
We'd like you to even things out a bit. Spill the beans on your own trade. Tell us the dirty secrets that the public need to know.
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chthonic, Thu 27 Sep 2007, 10:31)
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"mission critical support"I used to work for a major IT Services company, where I did "escalation" support - meaning, we got the cases that had phone support people going "we don't know what the fuck is going on". Worse, we were the first technical people to see the "mission critical" cases, for a simple reason: companies who buy those support contracts are paying for people to answer the phone at all hours.
That means exactly what it says: someone to answer the phone to a certain "service level agreement" (SLA), maybe dispatch a failed drive or cable, if the customer knows that's what it is. What they don't get, as standard, is what we refer to, in the business, as technical support. "Technical" in this context might include some troubleshooting skills, or the ability to look up an error code in a PDF manual (i.e. use the Search function). Well, getting people to work odd hours, have a decent phone manner, and have troubleshooting skills is now too expensive, and might eat into profits. We can't have that, can we?
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bnt what, me worry?, Fri 28 Sep 2007, 20:40,
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