134

Unfortunately the tech support people you are speaking to are probably as frustrated as you are at having to go through the basic stuff with you. Large companies especially deal with the massive volume of tech support calls they receive by employing some staff on lower pay as a "buffer," dealing with simple or "known" issues so that they don't need to ...


54

I've been a freelance web developer for a number of years and dealt with this situation countless times. The best course of action I've found is to call them rather than e-mail them, explain the problem like you would to another developer as simply as you can and ask if it's possible to get the information from the sysadmin team. This approach seems to ...


26

I currently work for a small IT company that provides support for businesses around the city. I am the tech support/help desk for the company. Process Our company probably works different than the large corporations - when you email the helpdesk@ email address for our company, the email goes directly to our ticketing software, which then sends us an email ...


22

How can I assert my domain knowledge, while signalling openness to useful information, over email? Generally... Switch them around and sandwich them. Act like the guy is the kindest person in the world for sending you a link you've already seen. If you're worried about a single line saying 'I already saw this' being too abrupt/rude, write more than a single ...


18

I used to work in web hosting support, so I can provide a perspective from the other side. One of the greatest challenges in the job is properly gauging the technical level of the customer. Depending on the host, you get tickets from any one from total amateurs to professionals who are more qualified than you are. Obviously you need to tailor your response ...


17

I would approach this from the point of view of egoless programming. Address this as "we are on the same team, we have the same basic goal, we are trying to help each other", rather than "why is this person questioning what I did". From his point of view, he saw someone writing something that already existing, and it sounds you hadn't made clear why you ...


16

Disclaimer: I am not trans, but I am queer and I came out to my immediate and extended family when I was 17, so I can only speak from my experience. Regardless of how you plan a coming out, it inevitably won't go quite as expected. When I came out to relatives, I spoke to most of them myself either in person or over the phone. There were awkward questions,...


13

Being an introvert is not a problem. I am an introvert. That means that talking with people makes me tired instead of the opposite. While it's true that I became uninterested in other people and quite shy as a consequence, I have currently no issue talking with strangers, even about embarassing stuff. That's because being an introvert only means that social ...


12

I have a close friend who, for various reasons, can't have kids. We've talked a lot about this, because it's a hard thing to have to go through. Basically, it comes down to the fact that while you mean well, everyone is going to be telling them this (or a variation) - or at least that's how it will feel for them. Telling them they'd've been great at ...


10

An easy way to handle it, would be to just assume 'girlfriend' and clarify with something like: I'm glad to hear that you're seeing someone, how long have you two been together? In this case they'll readily answer one way or the other. Oh, she's just a friend. Thanks, we've been together for X That is of course a little blunt... Chances are ...


9

I hope you can take a deep breath..... Tech support works with scripts. Just get to know these scripts by heart and answer all questions from the script you can in one long sentence, before they ask it. Like in "Hi I have a problem with this and that...I have restarted the router, I have checked the cables, the red light is on, the green light is off, not ...


8

Often it will not help you. Many support hotlines have a script, they need to use. So if you have a problem with your internet connection and your router tells you the exact reason, they will nevertheless ask you to reboot your router. You can either play along and just do it or you tell them you've done it already. Then they can make their checkmark "...


8

Explaining technical things to non-technical people is a great skill, one I do not claim to master. I can give some tips though. Try to avoid as much detail as possible. Every detail you mention gives the listener a chance to lose your story and give up. Focus on a story. In the graphic you show, there should be a logical flow through the flowchart. What ...


8

I am especially interested in the views of people who have worked/are working in tech support and know the other side of the fence. Check. How do I show tech support that I am qualified enough to be given the required information directly without coming off as arrogant? To quote The Usual Suspects: "In my opinion, it can't be done". They might not be ...


7

One solution that fixed this issue with my ISP was that when I went through the first and second line and got in touch with the people that fixed my problem, I asked them if they could give me one of their personal numbers in case the same problem happened again. The problem did occur a couple more times, and I just directly called the same guy.


7

I've thought about your question quite a while, particularly for you being so insistent about it - this is not the first time that you bring up the issue in one way or the other. I've actually thought that the other (quite comprehensive) answers should have sufficed, but clearly they don't. For you, I mean. It's by far too long a tale to tell how I've come ...


6

Being an introvert, you prefer to write how you feel. However, a love letter could make things awkward early in a friendship. You are just friends who haven't been alone with each other yet. You don't know how she feels about you, do you? She may only see you as a friend. She may like you but is shy. She may be seeing someone else She may not want to be ...


5

Feel free to hint, brag, or both! The best CS reps should easily take a hint from clear language and a signature like John Appleseed, JavaScript/Ruby Developer, but any will catch on with a simple line like "I know what I'm doing, so I'd appreciate an extra-technical explanation!" Consider that many customers are rude or arrogant, so you can safely brag a ...


5

The simple answer is that you cannot - there are no words that let you sidestep the checklist process that most first line support teams use. Well, aside from knowing the answers to give that get you through the shortest chain to a point where they need to escalate to second line... Instead, look at whether they offer a support option where you have a ...


5

If you have her phone number I would ask her if you can meet to drink something or just talk. If you don't have her phone number try to talk with her when you see her at the train station. Don't confess your feelings at the first meeting. I don't think that this would be a very good idea. Could be a bit awkward for her and maybe even for you. You said that ...


5

I'm on the autism spectrum and I'm also agender. When I was 23 years old, I had a lot of difficulties and decided to find out if I was, or not, in the autism spectrum (which would have explained my difficulties). It turns out I was indeed on the autism spectrum, but since I had told no one in my family about my difficulties (aside for my parents), I knew ...


5

The most effective way I've found to get an opinion out if someone who is hesitant to give it is to ask them specific questions in a narrow scope. Consider the difference between What did you think of the book? And I wasn't quite sure what to think of the character Maria. Sometimes she seems like a villain, but other times I felt bad for her. What do you ...


4

In German, the situation is even worse, because we don't use different words for "friend" and "girl-/boyfriend" at all. So we have to listen for some nuance. The first thing that can clue you in is the linguistic context, i.e. language clues. In English, only "girlfriend" is commonly used to identify a non-romantic relationship, so I'll use this word in ...


4

I don't think there is a clear-cut answer to this. As you say, context is important. And there isn't a clear distinction between girlfriend and girl friend either, as far as I know. If I say, My girl friend is out of town., it most likely refers to my romantic partner. If I say, I have some girl friends coming over., it may or may not be my romantic ...


4

To my knowledge your best bet is to build upon a metaphor or abstraction which the audience can relate to. If your audience is homogeneous it's easier to build upon a concept they are very likely to understand, which becomes more important and useful the more technical the concept becomes. The term technical debt is a great application of this technique: I ...


4

First. Don't confess yet to her. You stated yourself that you sometimes hangout and that you are friends. You like her, and with a little luck, she likes you. But that is all. It's not loving. Second. Give yourself a chance to really know her and get in love with her, same goes for her. Try going out with her alone to the movies, dinner, just shopping, ...


4

is there a better way? Possible misinterpretation Assuming there are no more relevant details to the situation you describe: note that being ignored is your interpretation of the situation. The people you texted might be busy with their own life, thinking about their answer to you or maybe plainly forgot about your text. Things happen. If they do ...


3

First of all, I would start off presenting yourself: Dear XYZ support team I am the web developer in charge of example.com website. By presenting you this way, you are establishing the frame to treat you, hinting that you should be presupposed to be somewhat proficient, so they could choose to answer in a more technical detail. Note that if it ...


3

Business Development Manager needs to understand from you as far as you know: What problem does what you've done solve for a real person/animal/company? Who experiences this problem (pick one example) and what is it like for them before you came in to solve the problem? (E.g. For 1&2: HR managers find it difficult to store files in the cloud because ...


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