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I'm confused about the difference between IT Helpdesk, and Customer Success Manager. It looks like they both serve in the same function of supporting users, but the pay is way higher? As someone looking to get into IT with zero experience, could I parlay my clinical background into a Customer Success Manager role? I've been googling like the dickens and it seems like a better play than going into a entry-level helpdesk gig. What's the catch?
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Feb 3, 2022 16:22
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Trickortreat posted:I'm confused about the difference between IT Helpdesk, and Customer Success Manager. It looks like they both serve in the same function of supporting users, but the pay is way higher? As someone looking to get into IT with zero experience, could I parlay my clinical background into a Customer Success Manager role? I've been googling like the dickens and it seems like a better play than going into a entry-level helpdesk gig. What's the catch? Its a cool buzzword to use for the role. You can hope for a promotion to 'Customer Success Engineer'
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Feb 3, 2022 16:30
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Trickortreat posted:I'm confused about the difference between IT Helpdesk, and Customer Success Manager. It looks like they both serve in the same function of supporting users, but the pay is way higher? As someone looking to get into IT with zero experience, could I parlay my clinical background into a Customer Success Manager role? I've been googling like the dickens and it seems like a better play than going into a entry-level helpdesk gig. What's the catch? Unless someone is abusing the term "customer success" those two things aren't remotely related. A customer success manager usually isn't responsible for actually diagnosing technical issues, but responsible for tracking down the people that can solve any customer issue, technical or not, and grabbing them by the ear and twisting hard. They are normally dedicated to core/strategic accounts and have to eat a lot of poo poo to make their customers happy and paying more money. Think of customer success as a concierge for 7 figure customers. You're the person who has to have the answer to why the patch they need isn't out yet and why their sales rep quoted them x but the professional services team is on site right now and saying they need y. Bob Morales posted:Its a cool buzzword to use for the role. You can hope for a promotion to 'Customer Success Engineer' IT has a bad habit of doing title inflation and it makes it really hard to apply for jobs when titles are meaningless.
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Feb 3, 2022 16:35
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Titles are meaningless, but the implication is that Customer Success Manager likely has more power/tools to resolve more complicated issues, but isn’t necessarily as technical as a TAM like position. Expect to have customers with weird problems and have to herd technical folks in your own company that don’t want to deal with it.
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Feb 3, 2022 16:36
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From what I've seen CSMs are like proactive helpdesk. Your job isn't over when the ticket is closed, you should be holding regular meetings and searching for unreported problems from the customer. I think there's more problem discovery involved too. It's almost like csm is helpdesk for people with better charisma.
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Feb 3, 2022 16:36
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KillHour posted:Unless someone is abusing the term "customer success" those two things aren't remotely related. A customer success manager usually isn't responsible for actually diagnosing technical issues, but responsible for tracking down the people that can solve any customer issue, technical or not, and grabbing them by the ear and twisting hard. They are normally dedicated to core/strategic accounts and have to eat a lot of poo poo to make their customers happy and paying more money. Think of customer success as a concierge for 7 figure customers. You're the person who has to have the answer to why the patch they need isn't out yet and why their sales rep quoted them x but the professional services team is on site right now and saying they need y. Hi Killhour! That's a great inquiry! We love when our customers ask questions! Do you mind if I send the notes over to Mikrot our technician in Elbonia who will be assisting you with this issue further? kthxbye Dick Hitswater Customer Success Manager MegaDerp SaaS company REACH OUT TO ME ON LINKED In
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Feb 3, 2022 16:38
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The Fool posted:Expect to have customers with weird problems and have to herd technical folks in your own company that don’t want to deal with it. Coming from healthcare, IT feels like the wild wild west. I will be looking into catering my resume to see if I can squeeze my way into one of these roles.
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Feb 3, 2022 16:47
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Being a TAM is what I've been trying to apply for. It's the only part of my job I enjoy.
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Feb 3, 2022 16:48
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Trickortreat posted:Are you telling me I would be the person who has to deal with the god drat customers so the engineers don't have to? If you actually enjoy engaging with customers and helping them solve problems but don't enjoy being locked in a windowless basement, you might want to look at customer success, technical account manager, sales engineer, consulting, etc. Edit: If you're looking for a hybrid between development and customer success, I think we're hiring jr/associate consultants. You'd be more focused on the coding in a windowless basement part until you can prove to us that we can put you in front of a customer without looking stupid, but it's a legitimate pathway between the two disciplines, in either direction. PM me. KillHour fucked around with this message at 16:57 on Feb 3, 2022 |
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Feb 3, 2022 16:55
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Judge Schnoopy posted:I've worked my way through tech jobs from small business msp to sysadmin to department management to software engineering. 6 employers along the way including financial, healthcare, gov, and startups. Just wanted to let you know that you're not alone in this feeling, for sure. I'm at the point where I just want a job where I tell people how to do things or that they're doing them wrong and wash my hands of it. I am so sick of the rest of it.
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Feb 3, 2022 16:55
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Internet Explorer posted:Just wanted to let you know that you're not alone in this feeling, for sure. This is exactly where I am and it's why I'm trying to move into either a managing consultant role or senior management. Luckily, my customer just brought on a near-shore associate consultant who seems to actually be competent and reports to me 
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Feb 3, 2022 16:59
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To me jobs should be nothing more than a paycheck, I'm sure some people enjoy making and selling stuff but it ain't me. The job is just a necessary evil to provide myself some shelter and enough money to do things that are actually fun.
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Feb 3, 2022 17:03
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Judge Schnoopy posted:I've worked my way through tech jobs from small business msp to sysadmin to department management to software engineering. 6 employers along the way including financial, healthcare, gov, and startups. You might find 2 out of 3, I feel like I'm at a place that's about 2.5 out of 3 on those. Work life balance is very excellent. The mission of the company is something I can get behind and we're not publicly traded, so no stress about having a bad quarter. Leadership is pretty good, but could have more direction in the IT space. I Maybe I'm just older and jaded, but work to me is just a paycheck so I can make money to do things that fulfill me outside of work. I've got 4 vacations planned this year, I'm able to provide a very nice life for my family, I'm always home to spend time with my kids, and I've never missed one of their events or games because of work. I wouldn't give up working in the tech industry for anything. Low barrier of entry, very high pay, low impact, good working conditions, portable skill set (every industry needs IT people).
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Feb 3, 2022 17:11
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Happy to report that awake.ps1 works a treat at keeping my Teams status green, once I turned off the feature that uses the Windows Hello camera to lock my laptop when I walk away from it. Got loads done around the house today with regular glances at my phone to see if anything was happening.
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Feb 3, 2022 18:20
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I just have a job that doesn’t monitor my teams status
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Feb 3, 2022 18:23
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Anyone have experience with a cellular signal booster for a warehouse? Our current operations setup uses wifi, but as a backup the scanning devices can use cell signal if for whatever reason the wireless drops. Our warehouse operations routinely tries to claim their bad performance is due to their devices having poor signal quality which may be true but in the interim the president wants me to rule out poor cell signal as well.
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Feb 3, 2022 18:36
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The Fool posted:I just have a job that doesn’t monitor my teams status
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Feb 3, 2022 18:36
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I got that exact scenario wrong on the Net+. Whatever you do, do NOT blame interferrence on the office windows next door.
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Feb 3, 2022 18:37
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The Fool posted:I just have a job that doesn’t monitor my teams status I've got one that I'm not sure if they do, but I'm only needing to really be attentive for 3 hours a day, and that's just to triage issues to the right departments. Otherwise I'm just doing homework or playing games on my PC. I've also got a 2nd interview for a cloud support position after having one yesterday. They do threat analysis for cloud accounts I guess and said it'd be around $80-95k, which is double what I make now. The company seems like a startup and has been around for a decade but a few reviews from Glassdoor have me a little worried that it's just a churn and burn. Others were obviously done by the CEO or someone else because there's two in there that are nearly identical that sing praises on how good the company is.
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Feb 3, 2022 18:38
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George H.W. oval office posted:Anyone have experience with a cellular signal booster for a warehouse? Our current operations setup uses wifi, but as a backup the scanning devices can use cell signal if for whatever reason the wireless drops. Our warehouse operations routinely tries to claim their bad performance is due to their devices having poor signal quality which may be true but in the interim the president wants me to rule out poor cell signal as well. Can you add more AP's? The last cell booster I installed became known as 'the cancer box' and people kept disconnecting it
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Feb 3, 2022 18:45
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Bob Morales posted:I like working on interesting project and fixing 'problems'. SOX to be you
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Feb 3, 2022 18:47
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Bob Morales posted:Can you add more AP's? It's gonna be both more than likely.
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Feb 3, 2022 19:14
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What is people's fascination with setting up email alerts for things that don't require any action? I swear, every time I put some work in to get useless poo poo out of our team's inboxes, someone just dumps more poo poo there.
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Feb 3, 2022 19:16
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The Fool posted:I just have a job that doesn’t monitor my teams status I have the opposite problem where Teams always says I'm online no matter what I do and people use it as an excuse to message me literally whenever Internet Explorer posted:What is people's fascination with setting up email alerts for things that don't require any action? I swear, every time I put some work in to get useless poo poo out of our team's inboxes, someone just dumps more poo poo there. They need you to know that some batch job has been failing every morning at 8AM for the past 2 years even though you aren't on that project or responsible for it and nobody has bothered fixing it because it apparently doesn't matter but you need to know about it every time it happens anyways (  )
KillHour fucked around with this message at 21:12 on Feb 3, 2022 |
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Feb 3, 2022 21:10
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KillHour posted:I have the opposite problem where Teams always says I'm online no matter what I do and people use it as an excuse to message me literally whenever Take teams off your phone.
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Feb 3, 2022 21:12
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Sickening posted:Take teams off your phone. It's not on my phone but because I'm a consultant and I work remote for the customer, it pings my personal workstation. Actually, I lied - it is on my phone for my actual employer because you can't be logged into two different Teams at once but my phone refuses to send me notifications when I get a message so I always miss when internal people are talking to me.
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Feb 3, 2022 21:13
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George H.W. oval office posted:Anyone have experience with a cellular signal booster for a warehouse? Our current operations setup uses wifi, but as a backup the scanning devices can use cell signal if for whatever reason the wireless drops. Our warehouse operations routinely tries to claim their bad performance is due to their devices having poor signal quality which may be true but in the interim the president wants me to rule out poor cell signal as well. This is a tricky one because even the carriers are moving towards Wi-Fi calling being their solution for indoor coverage issues as they phase out femtocells (due to being 3G and wanting to switch the 3G networks off). Cel-Fi seem to make the only reasonable repeaters. Your budget is going to be better spent having a proper Wi-Fi site survey done and tweaking the network to perform with the terminals you're using, but if someone wants to buy cellular repeaters then I wouldn't stand in their way.
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Feb 3, 2022 21:59
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I second a WiFi site survey. I haven't done it before so I don't know how to pick a good vendor, but I know WiFi can be hard to get right and crappy signal is very frustrating.
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Feb 3, 2022 22:35
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We have a wifi site survey happening next week at one of our manufacturing plants. The MSP that does it does a very good job and it's only $600.
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Feb 3, 2022 22:40
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Sickening posted:Take teams off your phone. No. This is what enables me to gently caress off and do a project around the house and still be responsive.
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Feb 3, 2022 22:49
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Teams (or Slack, or whatever) on your phone so you can be reachable 24/7/365: bad Teams on your phone so you can gently caress around during normal work time and still be responsive: good
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Feb 3, 2022 22:50
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GreenNight posted:We have a wifi site survey happening next week at one of our manufacturing plants. The MSP that does it does a very good job and it's only $600. They a local group or national?
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Feb 4, 2022 00:43
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Is Heartland Business Systems national? They do good work in the Cisco space.
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Feb 4, 2022 00:46
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FISHMANPET posted:Teams (or Slack, or whatever) on your phone so you can be reachable 24/7/365: bad Whoa, hang on there, buddy. It sounds like you're going for some sort of....NUANCE, in how you're approaching things. Is that what this is? Listen up pal, we don't take kindly to any consideration of different situations demanding differing solutions round these here parts. It's 100% one way every time or nothing!
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Feb 4, 2022 02:45
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FWIW: I posted this in the AWS thread but thought I'd also post it here since there's a lot of folks asking for different projects to practice various skills and learn IT stuff: For those looking for free and interesting datasets to build workloads from, here's a list of the data sources I use. These are the kind of APIs that you can query to automatically pull data into a database of some kind and then put an app server or a web server in front of to create a user-facing workload. United States Geological Survey earthquake catalog - get running list of all the reported and detected earthquakes wordwide https://earthquake.usgs.gov/fdsnws/event/1/ Visual Crossing Weather data - there's a free tier for pulling weather data from locations around the world https://www.visualcrossing.com/weather-api also WeatherUnderground http://api.wunderground.com/api Geyser eruption times for all the geysers in Yellowstone National Park. This one is exceptionally fun to use with Machine Learning: Try to create an AI/ML that will predect eruption times! https://www.geysertimes.org/api/v5/docs/index.php Lego database: https://www.kaggle.com/rtatman/lego-database Eve Online market database. Pull every market order in Eve online in near real time https://esi.evetech.net/ui/ couple that with the Eve Online static data export to build nifty web apps https://developers.eveonline.com/resource Folding@home - Forgot my favorite for Big Data stuff: https://apps.foldingathome.org/daily_user_summary.txt.bz2 https://apps.foldingathome.org/daily_team_summary.txt.bz2 The F@H user data is a fun one because there's something like two million rows in a single file. Pull it every time it refreshes (like every 90 minutes or so) and you can have a billion records in a table after about four months (My Users data table has 5.7 billion rows and is about 900gigs in size which is really helpful for managing and manipulating data at scale. Agrikk fucked around with this message at 02:57 on Feb 4, 2022 |
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Feb 4, 2022 02:49
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FISHMANPET posted:Teams (or Slack, or whatever) on your phone so you can be reachable 24/7/365: bad My email and work phone app turn off when my shift ends. All notifications from them get set to DnD automatically with no notification icons. If I check them, it's my own drat fault! Doesent stop me sometimes though 
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Feb 4, 2022 02:57
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Just to clarify, I have taken teams off my phone because for some reason having it installed and signed in totally fucks over my status on other devices. Yall be wilding. I totally endorse loving around on company time, especially at home. The man can get hosed.
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Feb 4, 2022 02:59
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Trickortreat posted:I would count myself as one of the many many healthcare practitioners who got burnt out during the pandemic. In putting together my resume, it's kind of dawned on me that recruiters may be asking why I decided to abandon my healthcare career when it was on the up and up. Long story short, I got tired of being forced to deal with idiots who can't wear a mask properly or get vaccinated day after day after day, but I can't exactly put that. If I get asked about it during the interview process, what's the best way to approach this topic? May I suggest taking a look at EMR analyst positions? I know quite a few healthcare front office staff and nurses who moved over to IT/IS as an Epic Analyst at my last employer despite not having a technical background, receiving quite a nice boost in pay and they all WFH now (started before Covid). It's more of a support and data management position than technical but it'll get you around working with other IT departments and they loved bringing on people who had hands on experience using EMRs. I'd go that route over your typical help desk, if possible.
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Feb 4, 2022 03:00
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Agrikk posted:FWIW: I posted this in the AWS thread but thought I'd also post it here since there's a lot of folks asking for different projects to practice various skills and learn IT stuff: You are a gentleman and a scholar! Can you give an example of an AWS data workflow that you've used with one of these sets? I find it much easier to identify a work problem but I suck at coming up with something on my own. Even more so with trying to practice data engineering, where there seems to be an infinite amount of services to use together. Cyks posted:May I suggest taking a look at EMR analyst positions? I know quite a few healthcare front office staff and nurses who moved over to IT/IS as an Epic Analyst at my last employer despite not having a technical background, receiving quite a nice boost in pay and they all WFH now (started before Covid). It's more of a support and data management position than technical but it'll get you around working with other IT departments and they loved bringing on people who had hands on experience using EMRs. I'd go that route over your typical help desk, if possible. Most definitely. I just left an EMR position and worked clinical informatics for years. Anyone, feel free to PM me or ask questions if you have any.
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Feb 4, 2022 03:02
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Hughmoris posted:You are a gentleman and a scholar! Here’s one I stole from Twitter: Use the earthquake and weather api’s to build a dashboard that shows the disaster status of a geographically diverse group of people
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Feb 4, 2022 03:07
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