Date Published August 9, 2016 - Last Updated December 4, 2017
It's hard out there for a technical support professional: struggling with the demands of doing more with less, grappling with ever-increasing customer and business expectations, and keeping pace with constantly changing technology. But trust us, you're not alone.
This past April, at the HDI 2016 Conference & Expo, we launched the Tech Support Confessions project. We asked you, our community, to share your successes and failures, challenges and frustrations: What do you wish you could say to your boss? What do you wish you could say to a peer or colleague? What do you wish people knew about the technical support profession?
We collected hundreds of anonymous responses, and over the next several weeks, we'll share a selection of them with you. You'll laugh. You'll sigh. You'll cheer. You'll facepalm. And you'll know that you aren't the only technical support professional who wishes your office had an espresso machine.
Megan Selva is the content and community manager at HDI. In this role, she is responsible for managing the overall content strategy, overseeing the development of new products, and ensuring that HDI's content meets the needs of the technical service and support community. Megan has been with HDI since 2006. Prior to taking on this role, Megan was the senior editor responsible for SupportWorld, the Industry Insider, general content editing, and corporate editing; before that, she was the training courseware editor and a member services representative in the Customer Care Center. Megan received her MPS in publishing from The George Washington University and her MA in history from the University of Guelph in Ontario.