We’ve been enjoying Jennelle Crothers’ commentary for a while. Here she is talking tech (support):
Lots of us started there. Depending on the size of the company you work for, you might still be doing some of it. Classic Tier 1 support calls are often things like password changes, mouse and keyboard issues, other things often resolved with the end user either rebooting their machine and logging out and back in.
And I’m almost certain that you have the wrong people handling that job, particularly if that person is you or someone one your team who is also responsible for other more technical projects. Stick with me on this for a minute.
Go ahead. Stick with her on this for a minute: Your Tier 1 Support is in the Wrong Place