Have You Tried Turning It Off and On Again?

Tech support.  Well, web support at APAC.  The dredges of most companies.  Happens to be my favorite place to be.  Yeah, the calls might be 20 minutes or better, but no one hardly ever yells at you.  People want your help.  They’re grateful for the simplest things, like resetting a password.

Last week, I was pulled from training to train in web support.  I’ve spent my time at work since then in web support and loved every second of it.  Some of my fellow trainees don’t like it as much as I do, but I will take explaining what an address bar is to a 73 year old lady over being yelled at by a 54 year old man for not covering his viagra (pro tip: I don’t make the rules on what drugs get covered, that would be your benefit office) any day of the week thank you very much.  Mornings start out slow with 10 to 15 minutes between calls.  The pace picks up around lunch and then again after work, but I like having those ups and downs in call volume.  It gives me a chance to breath and reset myself.

If you didn’t already know, I was hired to work member services.  This entails ordering refills, making payments, eligibility questions, drug coverage questions, locating a shipment, reimbursements, why a pharmacy didn’t process a prescription, doctors calling in to check on the status of prescriptions, insurance calling to check on deductibles… The list goes on and on.  When I got transitioned to web services, I reset passwords, walked members through deleting cookies from their browsers, registered people for the website, and helped navigate around said website.  That’s four things compared to the million things in member services.

On top of that, I feel more in control when I’m working web.  There’s only so many things that can go wrong and I can fix almost all of them.  Whereas in member, it could literally be anything that’s the problem and 80% of the time, I can’t do anything to fix it except for apologize until the caller hangs up.  Some people like the challenges that come with taking member services calls.  I enjoy the challenges that come with taking web support calls.  Explaining what a browser is to an 80 year old man who ends the call by thanking you profusely and repeatedly acknowledging that you deserve a raise (did you hear that, team leads that listen to my calls?  Mr. Smith thinks I deserve a raise!) is something I can handle and enjoy handling.

Unfortunately, as of today, I got put back in member services.  But don’t worry, dear readers.  You can bet money I won’t shut up about how much I love web support until I get put back in web support.


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