[jfrunyon]

I've worked support, it truly isn't hell*. Show the user that you care about their issue and can help them resolve it; project confidence; empathize. That's all you have to do. Unfortunately, none of that is possible with a language and culture barrier in the way, not to mention a script or KPI's full of useless information you have to collect.

* Also unfortunately, most companies' hiring mentality for support is "warm butts in seats", and to top it off, oftentimes they prohibit their support from providing any kind of resolution to various genuine issues. In which case it definitely is hell, and the fact that people continue in these positions rather than jumping ship at the first opportunity only enables these businesses.

[Trasmatta]

> Show the user that you care about their issue and can help them resolve it; project confidence; empathize

I did all of this, was good at my job, and there wasn't a language or cultural barrier. It was still hell.

[hnzix]

It also depends if you're supporting org users or The General Public. Org user support can be quite rewarding. Dealing with the unwashed masses however...