Should ‘Techs’ at tech support really be called techs? How many of you after calling tech support with the question, “I’m having trouble with my [fill in the blank here __________ ]”, actually gotten a satisfied answer? Ok, I’ll be gracious, maybe 10% of the time?
What we now calls ‘techs’ are really what we used to call ‘slackers’. A bunch of newly employed kids at tech companies, probably making minimum wage, with about 1 day of training, answering phones. If you watch the movie Clerks, the character Randall is a good example of a ‘slacker’.
Our world has become so technologically complex. We have people, the smart people, the engineers and coders who are just out of Stanford or MIT or Harvard. They are hired to bang out code for whatever complex piece of software or weird new fancy device or something. These people are insulated by this society of what we call ‘techs’. I’m sure in that 1 day of orientation before they are put on the phones, techs are instructed to never elevate a support ticket to a more ‘qualified’ tech. Ever.
Because of this structure, it becomes a full time job for someone with a buggy device or piece of software to ever be able to solve any problems.