Do any of you ever feel like you're just an information relay and that you're skills/knowledge are wasted?
I'd say at least 50% of my time is spent doing this:
- Client/User calls, says "X Application is throwing Y error"
- I call Vendor and say, "X Application is throwing Y error"
- Vendor calls back and says "Do Z to fix Y"
- I call back Client/User and say "Do Z to fix Y".
On and on, back and forth. Rarely does it actually require technical knowledge, and usually it involves applications that are proprietary or that don't provide any kind of useful knowledgebase for their specific errors/procedures. Unfortunately the SLA with our clients is that anything to do with computers/software/tech goes through us, and we have to then deal with it, so there isn't a way out (I'm actually prohibited from asking the user to contact the support vendor directly, despite this saving everyone time)
Am I alone with this?
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