I had an opportunity to watch the presentation by a technical support manager for a famous S/W vender. After his performance I asked him about some support issues.
"How would the way of technical support be changed ?"
These days the communication tools have been improved. I'm very interested in his answer. His answer was very clearly and simple. "Basically, the services are provided by phone-calls and e-mails. Actually, we're trying to use remote access server technology."
I was very surprised. Even such a manager from the most advanced IT vender is possible to access any cutting edged gadgets and S/W.
I didn't make sense. Why he choose classic tools?
On the way to the library, I considered and considered. After for a while, an idea appeared in my mind.
This is the top of the world. This is the place I should work for.
Technical supports need huge amount of support infrastructure like various kind of servers, web data, support log, ... Every time what we can see is only small part of iceberg.
I'm sure that it is the top of the world. No turn back.
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