ANGRY CUSTOMER NOT COOPERATE
Hi, I understand your situation and why you're frustrated and upset about the internet issues. We certainly don't intend for you to experience these problems. However, please bear with me this weekend and be patient, as I am speaking to you kindly and you've asked for help with this. If I were at your location right now, I wouldn't ask you to do this for me; it would be faster for me to handle it myself. However, since we're communicating over the phone, we're working through the problem step by step, even though I understand it's not your responsibility. This is our only option to resolve the issue; if we don't, it will only prolong the situation. So, my question is, would you prefer to continue with this situation for the long run, or would you like to work with me on troubleshooting steps to fix the problem?"
In this conversation, the VP of support and development at Axis Parks is interviewing a candidate for a customer support agent position. The candidate is currently unemployed and has experience in technical support, including working at Comcast and as a virtual assistant on Upwork.
The VP explains that Axis Parks is a wireless internet service provider that operates in various parks and venues across the United States. They provide support for customers experiencing connectivity issues and troubleshoot various technical problems related to LTE equipment, coax equipment, fiber, ethernet, and wireless systems.
The VP mentions that the job requires a noise-canceling headset and the ability to work with multiple screens for efficient troubleshooting. The position involves using tools like Slack and Zendesk for communication and ticket management. The candidate is informed that the training process mainly involves shadowing and learning from colleagues, as the company is relatively new and lacks a formal training program.
The VP emphasizes the company's startup environment, which offers the opportunity to work with a wide range of cutting-edge equipment and technology. The candidate is encouraged to ask any questions they may have about the role. The VP also explains the benefits of working in a less structured environment and mentions the company's plans for expanding the team.
The candidate asks a question about why customers should connect to the 5 GHz frequency, and the VP provides an explanation related to channel availability and less congestion. The candidate expresses their understanding and mentions that some devices, like wireless CCTV cameras, may only work on the 2.4 GHz frequency.
Finally, the candidate shares that they are currently unemployed but have their own computer cafe business, which they are looking to move away from in search of a new job.
The candidate expresses their goal of expanding their business and their passion for technical work and customer service. They share their enthusiasm for solving technical challenges and the satisfaction they derive from helping customers, even those who initially express frustration.
The VP acknowledges the candidate's technical background and passion for the field and relates to their own experiences in the industry. They discuss their own transition to remote work and how it allowed them to work more comfortably. The VP expresses their concern about the candidate's potential workload, given their computer cafe business and the commitment required for the job.
The candidate reassures the VP that their business will not be a distraction, as they have a dedicated office and their wife manages the cafe during their working hours. They also express their willingness to commit to the job and adapt to the schedule required.
The VP appreciates the candidate's determination and mentions the challenging nature of the job, including working with industrial and commercial telecom equipment. They discuss the shift schedule and confirm that it aligns with the candidate's availability. The VP also briefly shares their experiences working remotely and their background in tech support.
The candidate mentions their limited experience in network engineering but expresses their eagerness to learn and adapt to the new role. They mention their prior experience at Comcast and their willingness to acquire the necessary knowledge for the position.
In summary, the candidate demonstrates their passion for technical work and customer service, their commitment to the job, and their willingness to learn and adapt to the requirements of the role. The VP acknowledges their suitability for the position and expresses their intent to hire the candidate.
During the conversation, the candidate and the VP discuss technical topics and the candidate's readiness to learn. The VP asks the candidate about their familiarity with terms like default gateway, DNS, and ethernet speeds. The candidate demonstrates a basic understanding but acknowledges the need for more knowledge.
The VP shares that the role will involve training, especially in network engineering and wireless troubleshooting, and mentions the importance of customer service skills. The candidate expresses their eagerness to learn and their commitment to providing excellent customer service.
The VP asks when the candidate can start, and the candidate mentions their availability for a Monday start date. The VP assures the candidate that they will provide further instructions for onboarding if selected.
The candidate expresses their enthusiasm for the position and their readiness to learn and assist customers. They emphasize their dedication to helping customers effectively and mention their familiarity with being a customer themselves.
In summary, the conversation covers technical topics, the candidate's readiness to learn, the potential start date, and their commitment to customer service, highlighting their suitability for the position. The VP expresses optimism about the candidate's prospects and the potential for further discussions and onboarding.
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