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The frustrations of supporting users in remote offices, and what to do about 'em

Esther Schindler (16185) writes | about 2 months ago

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Esther Schindler (16185) writes "You're not alone in your struggle against people who think a shell is something you hold to your ear," writes Carol Pinchefsky. "Other techies are out there supporting users in remote offices, fighting the good fight against computer- and user-related mishaps – or at least tolerating user frustration with a modicum of grace."

You can laugh at their pain — and she gives you plenty of opportunity to do so, in The Joys of Remote Tech Support (for Low Values of Joy). Like the tech support person whose systems in Brazil went down — during Carnival:

...We had to wait more than a week for the locals to sober up enough to reconnect the line.

In the end, I had to walk a tech (who did not know the system) through the process step by step via an interpreter. Of course, the interpreter was not technical. So it was kind of like explaining to your mom to tell your grandfather (who is hard of hearing) how to do something while she is on the phone and he is across the room from her.

And maybe you can even learn from their advice."

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