1. Employment Profile: What exactly does a Technical Support Representative do? |
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 What field is your job in?
Technical Troubleshooting
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What is your job title?
Technical Support Representative
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Please provide a brief description of the firm or organization that you currently work for
(size and general description of what type of organization it is)
My organization is the largest and oldest distributor of books in the US. We currently have over 5 million unique titles in our database and have those available for research and purchase through a variety of media.
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How long have you been employed in this position?
4 years
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How many hours do you work a week on average?
40
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Please provide a BRIEF description of your duties and responsibilities. (job description)
I troubleshoot problems with web applications, access and electronic ordering. Also assist customers in registering their account specifics for access to our website.
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What was your gross income last year? Please include any bonuses or incentives received.
30,000
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What is your expected gross income for this year? Please include any bonuses or incentives you expect to receive.
35000
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Please
list any benefits you have (Please include number of weeks vacation,
sick leave and type of health insurance, retirement plan 401k)
3 weeks time off (vacation/sick/etc), comprehensive health/dental/vision insurance, 401K and savings plan.
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Do you feel you are under/well/over compensated at your current position?
Fairly compensated.
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2. Work environment! |
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Does
your job entail you working with others on a daily basis? Is this
something you like/dislike about your job? Explain
I do work with others, regularly. I prefer to work alone, if possible however, when troubleshooting. I prefer to logically work out issues while able to think, quietly.
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Do you work collaboratively with supervisors/managers?
Yes
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Do you work collaboratively with your co-workers?
Yes
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Describe
your work location (e.g., office, home, theatre, in the field) and what
you like/dislike about working in it
Many times, a problem lends itself to a collective solution. We tap one another's areas of specialty to acheive the best and most efficient solution for the customer.
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Please rank in order of importance from 1-8 (1- most important 8- least important) Assign each number once.
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6 Income
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1 Work Environment - co-workers
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2 Work Environment - supervisors
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4 Benefits
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7 Hours
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5 Level of responsibility
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3 The actual "work" you do at your job
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8 Job Title
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3. How should someone new to the workforce get a J-O-B like yours? |
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If someone wanted to go about getting a job similar to yours, what would you recommend for him or her to do?
Immerse yourself in the current programming fads of the day, familiarize yourself with both PC and Mac OS's, learn to love the web, and read lots of Sherlock Holmes.
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What
skills do you think a person should have if they want to pursue a
position like yours? Please be specific and explain why (e.g., social
skills, organization skills, technical skills)
Tactful, friendly, detailed, logical. All lend themselves to helping people solve technical problems that are more than just "technical problems"...they're very personal. And it helps to be able to personalize your assistance accordingly.
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Do you feel that you need a certain level of education or training to be successful in your job?
Some, but no, not as a strict requirement.
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What advice would you give to someone who was about to start work in your position/ line of work?
Be sure you can handle the atmosphere of being the person who catches the shit end of the stick when a call comes in. It isn't always pleasant, but your work is extremely important to that person, and they DO appreciate you.
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