[magicalhippo]

When I started at my current place, I had some great learning experiences answering the support phone after the regular support staff had gone home for the day. Officially our support ended at 1600, but sometimes I'd hear the phone ring 5-6 times in a row, so I figured they probably had an urgent issue and picked it up.

Since I was still quite new, this introduced me to areas of the program I didn't know very well yet, as well as learning just how the users used our program. This knowledge has been invaluable when improving the program.

I also had several instances of me going "wait why did you click there before going here?" with a reply along the lines of "oh if I don't do that I'll get an error message, let me show you", bugs that had never been reported yet being present for years.