| June 2007 |
| By Jeff Cohen |
I’m a Support and Training Specialist for a small software company. My company sells software to non-profit organizations, and I’m one of three people whose role is educating clients. Our job is customer education; our result is customer satisfaction.
My favorite part of this job is the variety. You may find me at my desk wearing my headset, answering questions and solving problems using remote access software. Or I might be somewhere far away, installing software and teaching a class to new users. I love this job because it utilizes my technical problem-solving skills as well as my ability to teach all types of people. For example, I can navigate and repair a complex database file, and then conduct an eight-hour session on entry of financial transactions for people who are terrified of new software. Both skills are essential for this job.
My training schedule takes me all over the United States. My suitcase is always packed for the next trip, and I prefer hotel suites with kitchenettes so I can eat healthy. Training is usually 9 to 5, sometimes for five days in a row. I regret that I don’t get the chance to tour the cities I visit, but I’m too tired after so many hours in the airport, airplane and taxi. The worst part is being away from my family, but I call home every night. Flight delays and loneliness are challenging, so a portable DVD player is essential. I also get lost everywhere I go, sometimes circling for hours without a clue, so my new GPS navigation system is my best friend.
Since my customers are non-profits, I never know what type of technology or user to expect. Here a sense of humor is critical. I almost got hit by a CD launched across the room by an old CD-ROM drive. An old chair collapsed under me, sending me to the floor. Frequently customers come late or not at all. One very detailed bookkeeper showed me her indexed and cross-referenced notebook of every conversation she’s ever had with our helpdesk staff. Another insisted on unplugging the computer every time there was an error on the screen. I was even held hostage by a client with a technical issue, while they negotiated my release with my manager in exchange for a free software upgrade.
When I get back to the office, I answer helpdesk calls. These are usually simple questions on how to use the software, or technical issues that need further investigation. I customize client statements and letters using a report writing tool. I use database utility commands to fix corrupted files. I escalate major issues to the developer, and refer sales opportunities to our sales manager. All calls and emails are recorded in a helpdesk system that prioritizes open tickets, and I document technical solutions in a knowledge base for reference. Bugs and suggestions for future releases are tracked as well. I conduct formal training sessions using remote access software via the Internet, but I consider every support call as a training opportunity, since our primary goal is customer education.
There are many challenges at the helpdesk as well. The clients often have very slow Internet connections, often using dial-up modems for our remote access software. I had to convince a client that converting from our DOS product to the Windows version (in 2004!) was a one-time deal, and that repeating this every day was counterproductive. My most hilarious call was the fellow that told me that the hold music was causing him to get confused, could I please avoid placing him on hold. I placed him on hold for five minutes while I tried to stop laughing out loud.
The personality traits that fit this job are: patience with computers and with non-technical people; curiosity about software; attention to detail; the ability to calmly explain something over and over to someone who has no chance of understanding it and the clarity and skill to get them to understand it eventually.
The most important skill for this job is the ability to learn everything about a software product on your own. Also needed are: strong customer service skills (pretending the customer is always right even when you know they pressed the wrong button); good writing skills for preparing documentation; the ability to prioritize many tickets, escalate those that need extra help, and follow up with programmers.
If you are curious about software, excellent at problem-solving and can maintain a positive outlook and a sense of humor when everything goes wrong, then phone support is for you. If you enjoy traveling, encountering the unexpected and eating meals on the run, then software training is for you. If you dare, try them both!
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