Think about some customer support experiences you have had recently. Assuming you managed to get to human beings, did you feel like they were as resourceful as they could be? Were they limited by access to certain systems or information? Did they seem to be sticking to a script or a prescribed set of solutions? Did they seem like they would do anything to solve your problem?
If you seek our help, you likely have a problem that doesn’t fit neatly onto a list. You need someone who is competent and creative. Someone who can hack a solution for you without going to a supervisor or obtaining the “necessary permissions.” You need someone who will solve your problem and then brag about it to the rest of the team here. You need a geek.
At Ting, we hire the sort of people who are already solving mobile phone problems for their friends and families. We train them, treat them well and empower them to solve problems. We allow them real names, profile photos and publishing rights on the blog. So you are not accessing some cog in a giant machine, you are getting a capable person with their own ideas and their own bag of tricks.