Rants, Raves, and Rhetoric v4

Tag: technical support

  • We Need a 4th Vista DBA / Technical Support

    Work for OIIT! Become our 4th DBA / technical support person for our team. Located in Athens, GA (college town, UGA football) $, benefits, generous leave, rare snow we love open source PDF of GeorgiaVIEW DBA position Check out the PDF (right) for more information. Sorry for the convoluted route to the application… Click this…

  • Try Again

    The worst response technical support can give me is to suggest I try something I have already tried without success. An explanation why this suggestion is going to work this time when the previous attempt(s) did not work would help. Otherwise, why would I expect it to work this time when it didn’t last time?…

  • Ticket Inbox Zero

    Blackboard implemented a ranking system to determine the priority of support tickets. This effort uses criteria like the age and recency of updates to ensure the attention of Technical Support Managers. Certainly this initiative is due to continuing customer complaints about languishing tickets. Last spring we saw a similar push to fix support. We have…

  • Wrong Number

    A ticket our Blackboard technical support manager marked as really urgent was picked up by another technical support person who left a note about calling me. Except, the familiar phone number called wasn’t my office number or even my cell number. Nope, it is the office number at my previous job. Yup. I have not…

  • Dance Lessons, Anyone?

    The modest proposal of having students help teachers learn to dance makes an interesting point. Suggesting the learners do not want to learn is an easy way to avoid the real problem. I hear from higher education faculty, students are unmotivated and fail to see the importance of learning. I hear from academic technical support…