I come in not to just â€œfixâ€ something, take the money, and leave. I come in to find out what they want to do, why they want to do it, what they hope to achieve, and how I might help them in getting there. I listen to their intention and purpose and that desire becomes the driver for the actions we take.
I share the same approach as Patrick to my role in supporting the people who use technology on a daily basis. I am not here to fix a problem. I am here to enable you to do what you want to do and if they route you’re trying to take isn’t the best one for you, I try to suggest a better one.
I am not here to support the technology and get a pay check. I am here to support the people interacting with the technology and help reduce friction in their daily lives and experiences with the technology.
So often in the pursuit of technical support it is forgotten that we’re not here solely to service a device or to repair a piece of hardware. We are here to help the humans trying to use this technology and to make their lives better.
That is the role of technical support.