I used to work the graveyard shift doing Internet tech support for a
company that supported about 30 different ISPs and later on I worked
desktop/phone help desk supporting about 250 local and around a 1000
dial-up users. I just finished reading 20 Things I learned from Tech Support and it is hilarious.
I particularly like "the hold button is your friend" and "Users
always want a reason things are fixed. If you're not sure just lie.
They won't know anyway. "A stray electron passed through the processor
and caused..."'
I used to tell people their connection was down because of sun spots. hehehe.
