Ah, the first day on the floor. For some, it’s a whirlwind of excitement and novelty. For me, it was a heart-pounding, stress-inducing rollercoaster that had me truly questioning my life choices.
Welcome to my first day as an internet tech support agent—a day that felt like it lasted a year, complete with a Fitbit heart rate spike, a tense call with an upset customer, and the guiding presence of my peer mentor, Alyssa.
The Calm Before the Storm
I walked into the office with a mix of nervous excitement and a touch of dread. The sterile environment of cubicles and computer screens was a far cry from the cozy comfort of my gaming setup at home. But hey, this was the real world, and I was ready to tackle it. Or so I thought.
Leading up to this day, we had about 2 weeks in a classroom, where we learned all about the tools we would be using and the technology we’d be troubleshooting. Trevor is our instructor, a soft-spoken man who liked video games and power metal. He also voiced the whisper that played whenever an incoming call would come in. He was a pretty cool guy, and many of our classes often turned into long-winded discussions about stories and gaming. But anyways, I digress…
At the end of that 2 weeks, we would start on the floor, taking calls.
The day started off slow, with some introductory training videos and a tour of the floor. We would start our morning by listening in on other agents’ calls to get a feel of the work. I met my peer mentor, Alyssa Holmes, a young woman with red wavy hair, an impressive array of tattoos(the moon behind the ear was cool), and a tech-savviness that instantly made me feel like I was in capable hands.
Alyssa was everything I aspired to be: confident, knowledgeable, and unflappable. And that fiery red hair! Either she dyed it, or she had awesome genetics!
After lunch, we set off to our new desks. My new desk was equipped with a dual monitor setup, a headset, and a phone system that looked more complicated than any boss battle I’d ever faced in a video game. My Fitbit was snug on my wrist, tracking every nervous heartbeat.
Alyssa assured me that she’d be listening in on my calls, ready to guide me through any tech support disasters that might arise. Little did I know, my first call would be exactly that.
The First Call: Bonny Jenkins (Totally not a witch :P)
The phone rang, and my heart skipped a beat. Alyssa gave me an encouraging nod as I answered. “Thank you for calling tech support, this is Rita. How can I help you today?”
On the other end of the line was Bonny Jenkins, a customer whose tone immediately set off alarm bells in my head. She was upset—no, scratch that—she was furious. Her internet had been down for two days, and she was at her wit’s end.
“I’ve called three times already, and no one has been able to help me! This is ridiculous!” she fumed.
My heart rate shot up, and I glanced at my Fitbit. 120 beats per minute. Great, I thought, I’m getting a cardio workout just sitting in this chair.
Navigating the Storm
Alyssa mouthed, “Stay calm,” and gave me a reassuring smile. Easier said than done when you have a customer ready to rip your head off through the phone.
“I’m really sorry to hear about the trouble you’ve been having, Bonny. Let’s see if we can get this sorted out for you,” I said, trying to keep my voice steady.
The troubleshooting process began. First, I had Bonny check the basic things: modem plugged in, all the lights on, cables securely connected. Of course, she had already done all that. With every question, her frustration grew, and so did my heart rate.
Alyssa to the Rescue
Alyssa leaned in and whispered, “Ask her to describe the lights on the modem. It could be a signal issue.”
I relayed the question, and Bonny begrudgingly described the blinking lights. Alyssa’s eyes lit up with understanding. “It’s likely a signal problem. We need to check the line from the pole to her house. Let her know we’ll need to send a technician.”
“Bonny, it sounds like there might be a signal issue. I’m going to need to send a technician out to take a look at the satellite dish mounted to your house,” I explained.
“Another technician? Why can’t you just fix it now?” she snapped.
The Breaking Point
My Fitbit was now reading 130 BPM. I took a deep breath and tried to explain as calmly as possible. “I understand how frustrating this is, Bonny. The technician will be able to diagnose and fix the issue on-site. I’ll make sure they prioritize your case.”
Bonny let out a heavy sigh. “Fine. When will they be here?”
I scheduled the appointment and reassured her that the technician would arrive within the next few hours. As the call ended, I felt a wave of relief wash over me. I had survived my first call. Barely.
The Aftermath
I took off my headset and let out a long breath. Alyssa patted me on the back. “You did great, Rita. It’s tough dealing with upset customers, but you handled it well.”
“Thanks,” I said, still feeling the adrenaline coursing through my veins. “I didn’t expect my first call to be so intense.”
Alyssa laughed. “Welcome to tech support. It’s not always like this, but you’ll get the hang of it.”
I glanced at my Fitbit, which was slowly returning to a normal heart rate. I had faced my first tech support challenge and come out the other side. It was a small victory, but a victory nonetheless.
Learning the Ropes
The rest of the day was a mix of more calls, troubleshooting various issues, and learning the ropes of tech support. Each call was a learning experience, and with Alyssa’s guidance, I started to feel more confident in my abilities.
There were moments of frustration and doubt, but there were also moments of triumph when I successfully resolved an issue and heard the relief in the customer’s voice. Alyssa was always there, providing tips and encouragement, her presence a comforting anchor in the stormy seas of tech support.
Reflecting on the Day
By the end of my shift, I was exhausted but proud of what I had accomplished. I had faced my first day on the job head-on, dealt with an upset customer, and managed to keep my cool (for the most part). It wasn’t perfect, but it was a start.
As I walked out of the office, I thought about Bonny Jenkins and the other customers I had spoken to that day. Each call was a reminder of why I was there—to help people, even when they were at their most frustrated. It was a challenging job, but it was also rewarding in ways I hadn’t anticipated.
The Road Ahead
Looking back on that first day, I realize it was a baptism by fire. It was a trial that tested my patience, my problem-solving skills, and my ability to stay calm under pressure. But it was also a day that showed me I could handle the challenges of tech support, one call at a time.
With Alyssa’s mentorship and my growing experience, I knew I would get better at this job. There would be more customers like Bonny in my future, but there would also be more moments of triumph and satisfaction.
And so, I embraced the road ahead, ready to tackle whatever tech support nightmares came my way. Because if there’s one thing I learned on that first day, it’s that even in the most stressful moments, there’s always a way to find a solution and help someone in need.
Stay snarky,
~ Rita 🖤