Back to Product Support
Friday afternoon a few of us from VC headed over to Issaquah to help product support with calls on the blaster virus. It was a good experience and the process that the product support folks set up was really well done.
They started off with an hour allocated for training (many of the folks that volunteered haven't worked in product support before) which consisted of a guy walking through all that we needed to know about handling blaster support calls. This included training on the phones that PSS uses, the application that they use to track and record information about product support calls, the blaster virus procedure itself, and also some specific suggestions on how to deal with people at the other end of the phone line. They also gave us handouts that contained all the information that the trainer told us.
Then they broke us up into smaller groups and took us to the rooms we would be answering phones in for the next few hours. Each room had one or two PSS folks that we could ask questions to about anything that happened that we didn't get from the training (or got but forgot in the excitement of a phone call). I was very happy to have these people there since my first two calls weren't blaster-related at all.
All in all, I enjoyed the experience. It actually brought back memories, since my first two years at Microsoft were spent in developer support (this was my first time doing non-developer support though). Almost everyone I've talked to, including folks that haven't done product support before, agreed that this was a valuable experience for MS folks to have.
4:50:05 PM 
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