this post was submitted on 12 Jul 2023
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Side rant, but do you ever call in to support with a serious problem and they just by default treat you like a granny who doesnt know how to type in a wifi password? That whole process is so frustrating, and they never have the expertise to handle more sophisticated problems.
as a former tech support person I think the reason why its usually like that is that most of the people who call in are people don't know how to use a computer at least it was for the company I worked at
True for most doesn't mean true for everyone and not being able to switch once it is clear the person does know how to use the computer is really annoying.
Some of that is from management being strict about following the procedures we have to make sure every step is followed or we get in trouble so even if someone seems knowledgable we have to treat them like they aren't
This. I was phone support for dial-up internet for the transition - when I started, we just did our best and frequently worked with customers at their level. I enjoyed that, the customers did too. I got promoted easily.
By the time our jobs were getting shipped overseas and we were all getting fired, they replaced that with a 'knowledge tree' everyone was supposed to follow regardless of our personal experience in order to make sure all customers got the exact same experience. Softened the blow. I never went back to tech support as a job.
(This was like twenty years ago. I imagine it's only gotten more stifling since then.)