Every once in a while you get amazing service. An AT&T operator very patiently helped my mother for 2 1/2 hours to configure her computer to use DSL. (I was on the call too, but in another state so I couldn't just fix it.)
I am amazed...
I am also disturbed.
I get the uncany feeling that Scot is spying on me.
Yes our payment model works basically the same way like the one of that tech support guy.
The god damn truth is that I get payed less for taking my time to help the customers and I would earn more If I'd close all their tickets as quick as possible...
The fallacy is that tech support is there to help the customers. The truth is that tech support is the vehicle by which companies train rookie employees so that they can learn the system and move into the back room and develop new products.
I have worked for more years than I care to admit on large and midrange IBM systems. The cycle is always the same. You get a new tech support person. Suddenly they're gone but you find that they've moved up to level 2 support because of what they learned from you. Finally they disappear because you have trained them so well that there are more important things for them to do. It makes me feel like a walking version of Cliff Notes for Tech Support Staff. (If you don't know what Cliff Notes are then I must be older than I think I am.)