I worked as a Technical Support Engineer at a Call Center in 2000.
We were contracted to supply Technical Support for the Microsoft Networks Internet service (MSN.) We helped people get connected via dialup (phone) lines.
The job was very rewarding. I took great delight at helping even the most "Technically Challenged" people solve their problems.
One thing became abundantly clear to me. Our computers are totally dumb.
Computers do not think. They only do what they're told. They'll keep doing the wrong thing till a human steps in and stops them. The human must provide the proper directions for the computer to follow.
One classic example involves area codes for "local" numbers.
There have been so many new phone numbers over the years that many cities have more than one area code.
Many people are required to dial an area code for a "local" call, even within their own city.
Every computer that uses a dial up modem must dial the phone number of the ISP (Internet Service Provider), and get connected to the ISP's server.
Even the best "terminal program" (Dialing software) probably won't know whether you need to dial the area code for a local call. You must give your computer the proper instructions.
I've encountered many different MSN customers who had been trying desperately to get connected for days or weeks. They were frustrated and baffled.
I would listen to their descriptions of the symptoms, and quiickly analyze the situation. I'd ask them if they needed to dial the area code for a local number. The diagnosis and solution were that simple.
My customers always loved my sense of humor when I said:
"Your computer is dumb. It will keep doing the wrong thing till the cows come home. You need to step in and give it the right instructions!"
Tags: 95, knights, microsoft, msn, networks, ron, support, technical, windows
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