I'm 29 and I work for a big bank's call center as one of two advanced technical support agents. My partner and I are literally it for any customer the regular reps can't help, from the entire rest of the bank.
Most of the technical issues are easy, browser configuration or resets, turning off blocker software, mobile phone issues, etc.
Basically if I can prove to the customer it's their computer/phone that sucks and not our bank the issue is considered "resolved," so in some cases if I can show them it works on another computer, I refer them to support for the software maker.
Lots of Quicken and Quickbooks stuff. I don't understand why people use these things but there's millions of them and nobody understands how it works. I think I'm one of the foremost experts on fixing these shitty programs this side of India.
Sometimes we have tricky ones, like false security certificate warnings when the customer is using an old xp business machine with windows updates turned off. Need to update the root certificate list by downloading kb9311125, that was one of our most recent epic wins.
We also do all kinds of odd jobs around the bank, we write procedures and produce training materials for other agents so they can do more to help customers on their own.
Most of the technical issues are easy, browser configuration or resets, turning off blocker software, mobile phone issues, etc.
Basically if I can prove to the customer it's their computer/phone that sucks and not our bank the issue is considered "resolved," so in some cases if I can show them it works on another computer, I refer them to support for the software maker.
Lots of Quicken and Quickbooks stuff. I don't understand why people use these things but there's millions of them and nobody understands how it works. I think I'm one of the foremost experts on fixing these shitty programs this side of India.
Sometimes we have tricky ones, like false security certificate warnings when the customer is using an old xp business machine with windows updates turned off. Need to update the root certificate list by downloading kb9311125, that was one of our most recent epic wins.
We also do all kinds of odd jobs around the bank, we write procedures and produce training materials for other agents so they can do more to help customers on their own.