Interview with a Computer technical Support Rep

Interview with a Computer technical Support Representative

Andrew Roberts has been working for a few months in a technical support centre for users of specialized pharmaceutical data entry software. On a daily basis, he assists doctors and nurses having technical problems with the interface. “I like it because I get to help people. I tell them to click here, and there, and guide them in navigating the software to resolve the problems they encounter,” explains Martin. “I have to adapt to different levels of computer knowledge and remain patient with users who are often super stressed out.”

The call centre in which Andrew plies his trade works for a U.S. software provider that sells its programs all over the world. Not surprising, then, that the ability to speak many languages is one of the main hiring criteria. “You have to have basic computer knowledge, be very knowledgeable about the Internet and have a talent for finding information,” says Andrew, 39 years of age. “But what’s especially important is being able to speak English and another language in order to answer international callers’ questions. In my case, I speak Portuguese fluently, which has been very helpful. In my work, I like to get to hear different accents every day. It gives me the feeling of working in a global environment.” This “globalization” has a consequence, however—Andrew starts work at 3 a.m. because of the time zone difference. “At the beginning, I had a tough time,” he admits. “But after a few weeks, I got used to it and now I actually like it because the schedule allows me to do tons of things on the side!” network