For the love of.. I cannot comprehend what my workplace was thinking, hiring "Support" reps solely based on their ability to speak a non-English language. I mean it - that was the ONLY requirement... these folks have NO tech background, NO logical troubleshooting ability, and NO ability to work through a problem on their own!
Even when the answer is staring them in the face. :|
Here's a real-life example I got shoved in my face this morning:
A = Agent Idiot Boy
M = Me
(walking up to my desk): Do you remember that old email delivery issue we had last week? I think it's the same issue.
: Uhhh.. you think what
is the same issue?
: Oh, this customer is getting an error message when sending email to <domain>.
: And what was the error message?
: Uhhhh... (Walks back to desk, doesn't return)
So I do some digging, and turn up this gem, IN THE TICKET Agent Idiot Boy has in front of him! I'll bold the really relevant parts, but, y'know.. if you READ the information in front of you, then you just might find an answer!
From: Mail Delivery System <MAILER-DAEMON@pp0100irs001.ciscomail.com>
Date: 03 May 2010 20:07:51 +0000
Subject: Delivery Status Notification (Failure)
The following message to <firstname.lastname@example.org> was undeliverable.
The reason for the problem:
5.4.7 - Delivery expired (message too old)
<Company> requires that all mail servers must have a PTR record with a valid Reverse DNS entry. Currently your mail server does not fill that requirement. For more information, refer to: <SITE>'
Status: 5.0.0 (permanent failure)
Diagnostic-Code: smtp; 5.4.7 - Delivery expired (message too old)
------ End of Forwarded Message
So, basically, the Idiot Boy got this case, got confused by all the words, and wanted to hand it off to someone else.. when the big words that confused him included the resolution to his issue
This ended up being something that's pretty significant - fortunately, we reviewed the ticket after dumdum walked away, or it would have sat for another full day (he's off tomorrow).
You're a tech, but you cannot read through large blocks of text, you do not know how to use Google (another story) and your primary skillset is speaking another language - not tech support. PROTIP: You're NOT A FREAKING TECH.
This guy needs to get fired, so he can get his tech chops up with an ISP, not a top-level SAAS company like mine. God, I hate working with this guy.