Quote:
Originally Posted by Masque
As for an agent supporting you over the phone that is fine as long as he does not try taking you into terminal or any other settings as the O/S is totally unsupported and any agent found supporting a customer with an unsupported issue would be disciplined.
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I work on firstline for an ISP and I'm really glad that we don't have our hands tied like that, we are actively encouraged to do everything we can to help the customer.
It doesn't matter if they are using Windows/Mac/Linux with any combination of browser, we should do as much as we possibly can to assist them with their issue. Often using terminal etc. to help diagnose problems and then resolve them.
I'd feel pretty rubbish if i was disciplined for helping a customer out!