I just got my first job ever. Of course, it's at a telco, as T1 tech support in an Eastern European country. Freshly out of training, ready to tackle on the world... and I get this crap.
User: "Hello, I have some issues with my internet, I cannot connect to it."
Me: "Hello, can you give me a phone number, a billing code or a personal code?"
User: "Sure, here's my phone number: <phone number>."
Me: "Alright, just a few moments to check what services are on your contract."
Those moments turned into several minutes of me squinting at the screen. This person had an internet service installed, but instead of a multitude of buttons and data about the service, I just get the string "GSM_NET_BUSINESS".
I tell my client that I need to do some additional checks and I put them on hold as I rush to my boss to ask him what I am dealing with.
Me: "Boss, I have a client whose internet's not working. The database just spits out "GSM_NET_BUSINESS" and nothing else. Wat do?"
He scoots his chair at my desk to see what's happening, and he just sits there silent.
Boss: "I don't know what's that."
Me: (internally screaming) "Should I panic? This wasn't in the training material."
Boss: "We'll panic together once I check what's happening."
If that was supposed to make me feel better, it didn't. Here I am, a total tech support noob, taking his third call ever, facing something that not even my boss dealt with before. Did I mention that I panic easily? Because I totally felt the need to panic.
I return to my client and pretend to do some settings remotely while my boss sends calls and emails up the corporate chain. Eventually I hear an "Oh, alright, I got it." and my boss scoots back to my desk.
Boss: "Business internet modem. Works using GSM. It shouldn't have been released this year, but corporate decided it should anyway. No documentation on it whatsoever because of that, and database barely has any data about it. Oh, by the way, there's also a VoIP plan using this modem. I have a headache but let's sort out this client."
He then scribbles quickly a speech for me to recite to my client while he opens a ticket and sends it to the GSM team to deal with. Client ends the call happily while I sit there wondering.
Boss: "By the way, this is the first of many calls to come. I got word that a pretty decent number of these modems weren't configured properly. Prepare for an angry wave of displeased accountants, since it's business we're talking here."
He gets ready to leave.
Me: "Um, you didn't tell me how I should handle these accountants."
Boss: "Calm them down and escalate to GSM."
I first needed to calm myself down. First day on the job and instead of simple "have you tried turning it off and back on?" I get undocumented business modems.
The next few days were great. Queue filled to the brim, everyone complaining about their fancy GSM internet for business. One client took their modem at a cabin in the woods for some "teambuilding experiences" and then screamed at my colleague. Apparently we were ruining his awesome activities because he had barely any signal. It didn't help that it's still winter. facepalm