A Day in the Life of a Customer-Facing Tech-Support Agent


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I’m a client-facing tech sup­port agent for a soft­ware com­pany. In a nut­shell, my job con­sists of going to client’s offices, diag­nos­ing prob­lems, solv­ing the prob­lem, and mov­ing on to the next client. How­ever, my job entails so much more than that. It’s a dynamic, fan­tas­tic career, and it’s not just com­prised of answer­ing phones and installing de-bug soft­ware. To give you a pic­ture of how inter­ac­tive my job is, I’ll break down a typ­i­cal day for you.

8:00 a.m.

At 8:00, I’m gen­er­ally leav­ing my house and dri­ving to the office. My first task is to check in with my team, see the day’s sched­ule, and get briefed on any devel­op­ments that may have occurred since the day before. In high-tech soft­ware, bugs can pop-up overnight, so our team always has to be prepared.

9:30 a.m.

After meet­ing with my team and get­ting briefed, I’m on the road to my first assign­ment. Today’s task is to help a client who recently pur­chased our soft­ware and is hav­ing trou­ble load­ing all of the advanced fea­tures. This par­tic­u­lar client is short-tempered. For­tu­nately, I’ve had lots of cus­tomer sup­port train­ing that has taught me how to lis­ten empa­thet­i­cally, offer solu­tions, and ulti­mately, make sure the cus­tomer is happy. My approach works. The client learns how the sys­tem works, is happy, and I’m off to my next task.

10:45 a.m.

My super­vi­sor alerts me to a case that wasn’t orig­i­nally sched­uled, but it needs to be tack­led right away. I drive across town. This par­tic­u­lar client is one of our biggest cus­tomers, and they just had a server out­age. They’re afraid they’ve lost crit­i­cal data. I rush over, and I spend the next two hours dig­ging into their sys­tem, find­ing the orig­i­nal files (which our pro­grams auto­mat­i­cally back up), mov­ing the files to a secure com­puter, and reas­sur­ing our client that their data has not been lost or com­pro­mised. It’s a high-stress sit­u­a­tion, but I’ve had a lot of diag­nos­tic trou­bleshoot­ing train­ing that allows me to sys­tem­at­i­cally go through each step in the process to find the actual prob­lem and solve it. Client is happy. I’m ready for lunch!

1:30 p.m.

Lunch break! I’m hun­gry and grab a sand­wich at a local deli. My office super­vi­sor calls me in. The after­noon appoint­ment got can­celled, and he would like me to spend the down­time work­ing on some train­ing for a new prod­uct we’ve devel­oped. I spend the next two hours work­ing through the program’s fea­tures on our online train­ing pro­gram. It’s easy to use, and it even incor­po­rates some gam­i­fi­ca­tion fea­tures, mak­ing it inter­ac­tive and fun. I love this job.

3:45 p.m.

After I wrap up my train­ing, my boss asks me to take an appoint­ment that a fel­low team mem­ber can’t respond to because she’s still at a job­site. We have a fan­tas­tic, field ser­vice real-time sched­ul­ing mod­ule that allows us to han­dle these kinds of mid-day switches and emer­gen­cies. Our office is more orga­nized, as a result, with lit­tle down­time and the abil­ity to dis­patch tech sup­port agents on short-notice.

5:00 p.m.

The client that I’ve been sent to work with is a total new­bie when it comes to com­put­ers. They need a very basic tuto­r­ial on how our sys­tems work. I sit down and patiently go through the basics of our pro­gram so that the client feels com­fort­able using the sys­tem. I enjoy these types of tasks – it’s reward­ing watch­ing peo­ple learn new skills and gain confidence.

6:30 p.m.

The day is done, and it was a long one! I check through my work emails to see if there are any crit­i­cal things I need to respond to before I check out for the night. One of our clients sent my super­vi­sor a note about how pleased she was with my work­ing style. Another reward of the job.

And that’s a day in the life of a customer-facing tech sup­port agent! I work for a com­pany that val­ues train­ing – and we get a lot of it. We have cus­tomer sup­port train­ing, fre­quent tech train­ing courses, and even train­ing on how to advance our careers. As a result, I have con­fi­dence in my skillset, I feel like I’m con­stantly improv­ing, and the turnover in our office is low. I’m for­tu­nate to have picked the career I did!


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