Tech Support

When I was looking for an area in IT to start with, I found a position for tech support at a medium sized company for webhosting. I thought is was going to be pretty easy to adapt to since I do have a deep knowledge of web services and working with customers face to face. What would be any more difficult? I walked in with full confidence learning the ropes of the company and having a great time with everyone there. I still do enjoy all the people here. My experience with the type of job though has been a pretty rough and shaky ride though. I used to work customer service at most of my jobs previously but they were in very relaxed and small business environments. Joining into a field of professional help to customers through various online communication platforms with websites bigger than any website I have ever created kind of smacked me in the face and threw me to the wolves. This is where I found out that I am good at technical activities with computers such as administration tasks and configuring various services to be run on fairly large servers. The social end of the job where knowing how to deal with multiple people with different situations over the phone and tickets is a whole different ballgame. This is what makes it difficult for many knowledgeable people to move up quickly in the field of IT. Starting off, you are almost guaranteed to be dealing with customers in some way, shape or form. It seems to be used as a proving ground for the rest of the journey ahead. My current job has a love-hate relationship with me. I love working with all these servers with different situations that challenge my skillset every day but being thrown to a queue of people from all around the world can almost humble anyone going into the IT field. Generally the people that do the best have worked in either a call center beforehand or a very uptight service job where you are in constant contact with customers. Pretty much people that have worked with customers remotely are set for a position like this as they have the experience in working in this fashion. Someone like me who has only worked with customers in person in a very relaxed environment will have some of the most stressful times of their lives getting their brains used to the constant stress of keeping the flow rolling in with contacts as they diagnose multiple random issues with anything you can think of with IT at the same time and still make the customer happy and reassured. I have learned a ton in this job and was able to see exactly how simple IT is still in this day and age… Well… For webhosting at least. I have also gained experience in a skillset that sends chills down many people’s spines that have ever done it in their past and that is Tech Support. Though I have a strong love-hate relationship with my job, I have always been proud of the work I do in it. That is the key to succeeding in this industry. Pride in your work and confidence.