Sometimes I find I am extremely sensitive to stupid little inconsequential things. I’ve only been back at work 2 weeks now and of those two weeks I’ve only done 18 hours total. So I can’t be expected to remember everything right? To be honest I can’t possibly know everything there is to know about our stuff anyways. I just need to know how and where to find the information I need.
I had a call today about a projector and whiteboard that they were having a hard time getting connected to the computer. I knew I had to have them explain how they had it connected, what cables (VGA, HDMI, USB, etc.) and where they were connected but I completely forgot a very important part. USB port mapping. It’s not that I forgot it. I knew I was missing something. To my credit it was not even in our documentation anyways. It was as if it was all the way back there in my brain but somehow it was foggy and I just couldn’t grasp the idea and bring it forward.
So I said “let me look into this for you, do you mind holding?”. He said okay. I looked it up but still felt I was missing something so I went and asked our internal support team. They reminded me of the USB mapping. So I grabbed a remote, took the caller off hold and walked them through it. All went good and it resolved the issue.
I asked them if there was anything else I could help them with and they said no. Then when the guy thinks he has hung up [or maybe totally on purpose, who knows!], he says to someone else there “Man what an idiot. They sold a lot of these this year you would think that she would know what she was talking about! I could have told her how to fix it”.
So I am thinking: first off; if you knew why the hell did you call technical support? Second of all; I know it can be frustrating to call technical support for something you think should be working [9 times out of 10 it was before you got your grubby know-it-all hands on it], but we are people. We can’t be expected to memorize a 20 volume encyclopedia of parts, troubleshooting steps and whatever else we need to do our jobs. That’s what the computer in front of us is for. It takes time to look things up.
I just didn’t know whether to laugh or cry at that…