Actually it's been pretty horizontal at work this first month although I have solved 3 breakdowns remotely this week which will look good for the stats!
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Actually it's been pretty horizontal at work this first month although I have solved 3 breakdowns remotely this week which will look good for the stats!
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Hey sir nickyhavey, do you guys have the ability to take over someone's computer in order to fix things?
Yes we can connect remotely to any of our machines if it is connected to the internet at the customer site. Usually that's only good for software issues
Howdy again sir nickyhavey! Well that's the best way to do it. It's a little scary to have someone take over your computer but it's the most efficient way also. What do you do when you aren't helping people with issues ..or is that what you do all day?
Yea but it makes sense if we can't get an engineer out and it saves money and time if you can just quickly hop on and solve the problem! My job is to help customers on a specific product line, I do a bit of admin as well at the moment but I don't know too much about the machines, just the absolute basics, which sometimes is good enough!
Ok sir nickyhavey mr. Clueless, and what if you can't figure it out, then you guys actually have to send out a technician? How much does that cost the customer, or does it?
Well we forward it to the guys who have extensive knowledge on the product to see if they can provide some remote support but if not then it would require a visit. If they have a service contract there will be no extra cost (as long as the breakdown is covered) but if not then they will be charged.
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Very interesting sir nickyhavey....I don't think anyone does that kind of service calls over here for such a thing. It's a software download? What kind of program is it?