Almost
everyone has thrown up their hands in frustration after what feels like a
million failed attempts to log onto their computer or more than an hour
wrestling with a router to set up a home network. When you reach for the phone
or keyboard to seek assistance and a little peace of mind, the person who
answers on the other end is typically a computer support specialist. These tech
savants work in a variety of settings – from traditional offices to
universities to call centers – but the primary goal of the men and women who
field often frantic pleas for help from users with computer issues is always
the same: to provide the assistance they need in a friendly and effective
manner. “We need to make sure we know how to diagnose their issues and do it
quickly,” says Guido Diaz, senior computer support specialist at Florida
International University. “Customer relations and troubleshooting are very
important.” Considering the number of phone calls, face-to-face meetings,
emails and, in some cases, chats they engage in on a daily basis, people in
this line of work must exhibit excellent communication skills.
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