Short but sweet Tech Support |
- Short but sweet
- Freaking out my boss, and the need for a strong personality in the work place.
- Are you LAUGHING at ME!?!?!?!?
- But what if we just reset his password?
- I'm sorry I'm not twilio, can't do much for you otherwise
| Posted: 24 Jun 2020 02:47 PM PDT We sell high end auto accessories online. A customer bought an item from us about 2 weeks ago and had it professionally installed. He wrote us yesterday to say that part of it broke off, and he sent pictures. He was very upset and I felt he was already defensive, and ready to argue with us. I created a tech support ticket for him, attached the pictures and escalated the situation to the person who needed to see it. Now, because this was professionally installed, we could easily tell him to go back to his installer, but it was just a few weeks old and easy enough for us to replace under warranty. I contacted the customer back and let him know we would be sending him out a new part right away, sent him tracking, and closed the ticket. He wrote an email to my supervisor praising my handling of the situation. He stated he was ready for a fight, already angry and expecting us to give him grief. He praised my professionalism, my kindness and the swiftness with which I sent a replacement. My boss posted the email on our company message thread for all to see, and also praised me. I have to admit, it was a nice change from dealing with the normal irate customer who can't hook their stuff up because they never read the directions or take personal responsibility for being the cause of their own problems. Thank you nice customer. I appreciate you taking the time to write in something positive! [link] [comments]  |
| Freaking out my boss, and the need for a strong personality in the work place. Posted: 24 Jun 2020 09:28 AM PDT Hey all! Had a fun one at work today I thought I'd share while I wait on hold. I'll try to be as clear and concise if it becomes a wall of text. Me - well it's me CM - client manager CW - coworker and tier 1 tech Boss - owner of our MSP Backdrop: I work at our client office being their on site Sys. Admin and jack of all things plugged in. I typically leave early afternoon due to my start time, and my MSP teammates take over handling remote tickets till end of day at the client. Monday after I left we got a request about a staff member having trouble logging into his remote access through our remote software vendor portal. One of our tier one techs took the email, diagnosed the issue correctly based off the details provided, sent back context with screenshots of how to fix this, and offered to speak directly with the staff at that time. The client manager who submitted the request sort of ignored that context by giving a "Well could this random thing be the issue?" type of reply, which sparked some side conversation for 20ish minutes before fizzling out with a "Ok I will forward the staff member your screenshots and original email." Our tech at this point considered the ticket awaiting client reply, and ended up clocking out for the day at his appropriate time with me CC'd on everything to catch up the next day. The next day was hell. I had scanners malfunctioning, managers from multiple depts pulling me for urgent tickets outside of the email queue, and as of that point we had about 120+ from my client in our inbox since Monday morning (but only 4 tickets left open!). I was able to directly communicate with the staff member the following day to see how they had fared with our advice, considering no response usually is a good thing with my clients. They hadn't had time to try things out, but I explained over the phone and took less than 5min to walk them through everything to a resolution. Ship shape, good to go. Until... email ding CM: Why did it take three days to resolve this ticket? Also the tech at your HQ ignored my emails and stopped replying for no reason. Me: Well it looks like he did get it correct in the first reply, with screenshots for context, and an offer to phone the staff directly. I was too busy the following day to follow up on a ticket for remote access knowing that staff member was in the office that day. (I named managers that asked me to do the tickets outside of queue in this communication.) But I did give that (important) staff member my cell phone to avoid delays for this stuff. CM: Well are you sure you want staff calling you? I guess that's fine, I just know that they wanted this resolved Monday, and then expected it to be followed up on Tuesday but I understand you were busy. This is a let down, your other tech dropped the ball completely. Me: Well I confirmed CW did diagnose the issue correctly, and offered to spend time on the phone with the staff before CW left for the day. I don't think we got a follow up email after you offered to forward this information to the staff, and typically CW would be awaiting that reply before further work is carried out. CM: Well this all would have been easier if someone had just been able to call the staff member on the first day. I shouldn't have to play the in between here, as a manager. Me: Agreed, that's why I gave my phone number directly to (important) staff members today in light of this incident. That way at the minimum I can properly play middle man and avoid these situations going forward. I am OK with that. CM: Well we prefer all ticket requests go through me or my assistant manager so we aren't in the dark. (Both of these users have accounts with access to the ticketing system) At this point I began documenting and CC'ing bosses on this for the old CYA policy we love so much. I gave the boss a synopsis in our work chat program to which he said he would try to get caught up. I wasn't sure how to respond to the last email considering the contradiction it displayed, so I just let it stew a couple hours before my boss messaged me back. Boss: Please just let that email chain die now, no need to keep responding. I see exactly what happened, I am happy with our ticket response there. Client relations != sucking up to clients I stood up for my coworker because he did a bang up job in my absence covering my client, and was unfairly shot with feedback by a client staff looking for blood because they were most likely spoken to about it internally. My boss typically is not the type to get into those types of chats with clients, so that was where "freaking out my boss" comes in. But hey, sometimes you need to put your foot down on strong personalities and make then hear "No" every now and then. Good luck out there techs. [link] [comments]  |
| Are you LAUGHING at ME!?!?!?!? Posted: 24 Jun 2020 12:30 PM PDT I used to work for a very large and prominent university in Arizona. I was in the IT section of the university's 24/7 call center, which also meant being the only team dealing with professors. On this particular day I was working from home with my squeaky office chair. I receive a call from a persnickety professor from the Business Admin/Economics departments. This man, like almost every PhD I have ever come across, did not know how to set a date and time for an online test on Blackboard (similar to Canvas). He has used it for over a decade and messes it up every single semester and in every single class. Professor: (urgently) None of my students can get into the midterm and you need to fix it now! Me: (taking a deep breath to prevent internal dying) Ok, sir, your students cannot get into the test, I'm assuming this is Blackboard? (We had 2-3 online course areas depending on what department/school you were in within the university). Professor: Of course! Where the hell else would it be? Me: Ok, do you have the [course information needed to assist him] Professor: Yes it's ECON 200 section ##### Me: I will work on pulling it up now, it will take a few moments. What days and times would you like the test to be available. Professor: Today Me: (dying inside, what about multiple days and what hours) I continued searching for and working on the test settings within the course. Professor: Are you going to finish anytime soon? Me: (sitting up in my chair, it squeaks) I am just pulli---- Professor: ArE YoU ****iNg LaUgHiNg At ME????????? I just sat there for a few seconds in complete shock. First, that he would actually say that to someone trying to help him, and second, that he thought a chair squeak sounded like laughter. I don't think he was hugged enough as a child. Me: I am sorry, sir, but I was not laughing at you. That was my chair squeaking as a I sat forwa--- Professor: Oh, yeah, sure. A likely ****ing story. Just open the damn test! *click* So, I opened the test. He never did tell me the exact times he wanted the test open. So, I opened it from the moment the call ended to 15 minutes later. Plus, I marked his entire online class for deletion at the end of the semester meaning he would have to recreate everything from scratch. I was fairly jaded by the time this happened. I don't feel bad at all. I worked there for 20 months and not once had a pleasant experience with a PhD. They love making you feel like crap because you don't have those 3 letters after your name. Despite the fact they are calling you because they have spent their entire careers using computers but are still baffled by the Num Lock key. I have many stories from that time, but it will take time to compile them all. [link] [comments]  |
| But what if we just reset his password? Posted: 24 Jun 2020 02:07 PM PDT So let me preface this by saying that we have a love-hate(but mostly hate) relationship between our team and our engineers on site. Don't get me wrong they know stuff I don't but computers are not their thing even when they think it is. Me- Hi that's me Me- Thanks for calling what can I do for ya He gives me his name and sure enough he is locked out in AD. Lets see where it's locking him out at and when. Looks like a once a day even at random times reporting back to his work laptop. Now with everyone working remote and our recent email upgrade I've seen tons of issues with programs using cached credentials instead of asking for a new password. They still function but lock the users out. Eng- Alright I'm going to bring GM on the call and we can get him a new password He brings on the End User and I walk him through getting remoted in. Nothing special so I'll skip that. However one thing I unlocked his AD account right before emailing him out remote link and he was locked out as I remoted over. He didn't put in his password anywhere. Unlocked again and almost immediately locked out while I was remoted where I could verify he didn't login in. So doesn't need a new password. Me- So I just unlocked you while remoted over and it looks like you got locked out right away. So doesn't look like this has to do with a wrong password so lets see if we can track down what is causing it. Locking at his account he recently had his password updated. Working remote. Yeah recipe for computer not syncing his password properly. Close out of outlook and chrome the only two programs open. Check his account locked out again. Unlock and clear his credential manager which just has outlook in there. He stays unlocked this time. Must be outlook causing it. Me- Yeah so in the past 5 minutes without outlook closed it looks like you're not being locked out anymore lets get you a new profile and signed in to it. So I force a password sync on his computer by running a program as a different user just to make sure his computer was synced with AD. Then generate a new outlook profile. Deleted the old. Went through our MFA for outlook and emails started flowing through. Check his AD a couple more times while explaining his emails are going to slowly load in and not to worry about missing ones for now. Still staying unlocked. Engineer confirms one last time on whether we need to changed his password. No. No we do not. Please stop suggesting that. A new password doesn't fix everything. So yeah. Engineers. Please new passwords aren't the solution. Investigate the issue or let me investigate it and don't keep suggesting a new password. [link] [comments]  |
| I'm sorry I'm not twilio, can't do much for you otherwise Posted: 24 Jun 2020 03:10 PM PDT I'm on call this week and next. That means my grump bastard ass is fixing user incidents! Tuesday, 4PM. I'm mostly checked out for the day and outlook chimes.I have an incident.
Seems pretty straightforward. ${PLATFORM} sends texts as emails to your carrier. Emails aren't down last I checked. If they were, the service desk czar would be down my neck in anxiety. Look up this guys phone number. Pull up email logs. Filter his number out. Exclude dates before the last successful notification. 16 messages - three tests, 13 incidents. Pull up incidents. Filter out his. Exclude dates before the last successful notification. 13 incidents. Only thing I can think of is changing cell carriers, so I shoot him a message asking that. No response that day. Wednesday, morningA response!
Well shit. That looks like a carrier problem. A bit of googling later, a judicious question to the senior member of my team, and yeah it's on the carrier. The senior engineer suggests we get a Twilio account if our company doesn't already have one. I like the idea tbh, would be interesting to stand up. But since there's nothing else I can do - email is up - just resolve the ticket, send the guy an email saying this. Apologise for things not being broken because he's a senior whatever the fuck and I don't want to deal. Tell him emails are working, his incidents register notifications to his cell number, there's nothing else we can do. And off to lunch I go. Wednesday, right after lunchTwo emails from him.
and
First, no. It's resolved because I can't do anything else. Time for an email that's like an apple pie full of razor blades.
With any luck, that's the end of it. Really wouldn't mind getting and setting up ${PLATFORM} to play nice with twilio though. [link] [comments]  |
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