My first call for my December 9, 2009 shift came from a retired teacher. His name is Ralph. The call was generally about the performance of his six-year-old battery back-UPS where his MAC pc is plugged into. He fired up some software functionality and features inquiries which I believe, and hopefully, was able satisfy him with the answers I provided. He expressed his thoughts to the fact that APC (the company I work for) has no software that could enable him to adjust the configuration of his back-UPS through his MAC computer. Then he went on by explaining why APC should work double time to make the software features available for MAC operating system. Generally calls I receive each work shift are fine. Some cause me to “nose bleed” due to customer’s complex issue or problems. However, these situations are our way, as Technical Support Representatives, familiarize, learn and excel in the task at hand. But with this particular call, it was quite different. The technical aspect of ...
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