Originally Posted by Zach
If you hire somebody in Live Support who cant answer every possible question then they obviously shouldnt be in there. Remember, never hire somebody just because they can be on support all day, always make sure you get someone with the knowledge and capability to do the job, remember this and you will never face this!
Well, when we get a nation of of super-humans, this will apply
I disagree with your logic. There is certain tech's that will specialise in certain aspects more than others.
For instance, there is no way on earth you will get a system admin on live chat. And considering a sys admin's wage (80k), you're darn sure not going to waste him on the off-chance that someone may ask that one
question that could stump a "regular" tech.
What you're suggesting is that every technician shouldbe fluent in every aspect - that is not plausible.
There is absolutely nothing wrong in defering a question to someone with more expertise in the field.