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Most software is pretty robust. In one of my positions in product support, we had 5 platforms to support. The training was about 6 months. There is no way 8 weeks would be long enough to go live with clients in 8 weeks.
Another company only offered 3 weeks training, granted not as many platforms, but involved a lot of knowing dealerships fixed operations as well as accounting and payroll. Only 3 weeks and then live with clients. Was not enough time or training in my opinion.
Feels like companies are pushing too quickly, stressing new hires out, and I don't think it serves the clients well whatsoever. I think that's why there's such high employee turnover these days.
Sadly most companies don't offer enough training. They expect you to know enough after 2-4 weeks and run with it. I know personaly one of the things I have always done is take notes, bookmark 3rd party information. And if it's software based and you have access to a test or training environment play in that any chance you have. One place I was with actually gave us access to a playground environment from home. I would get in a and break things for three hours every night after work. The point is look for opportunities to increase your knowledge about your support product. Read tech manuals, tech notes, hell even Google search can find you stuff. If you have the luxury dig in and go as deep as you can. While it may not seem like it now that is what will get you noticed down the line.
IT can be overwhelming at times but that is what makes it an awesome career. I've been in it for 28 years and what works for me is taking good notes and making measurable progress. I first started in a global company supporting a ton of applications doing desktop support in NYC, I coudnt even find people's desks. I would get lost in the elevators. Nowadays, I'm WAY better and Ive moved on from that position but I tend to use OneNote to organize my thoughts and sort easily forgotten items by application on each page/section. If you get a particularly tough issue, you learned something from it, it should be noted - add a date. 2 months from now, you look back, you will see that you now have faster solutions to items. Soon, you won't need to refer back to those notes but review time, you will have a reminder of what you did. It has worked well for 28 years for me.
I love that and that is sound advice. I will say in my most recent experiences, companies do not train like they once did. It's literally sink or swim.
8 weeks is still early. the real benchmark isn't whether you can solve every ticket — it's whether you're starting to recognise patterns in the issues. if you're seeing the same types of problems come up and building mental models for how the product actually works under the hood, you're on track. most people underestimate how long real product knowledge takes to develop.
I’m in a new role as well and it’s overwhelming. I’m stressed and feeling the lack of knowledge strongly. Feeling pressure to work nights and weekends just to try to have time to learn, and feel very much like I’ve been thrown into the deep end. But I’m really hoping things will start making sense after a bit more time. All that to say, hang in there!
Thank you for your kind words❤️
Im no longer interested
After 21 years at the same place (though with a very wide scope) I routinely get called on to support weird stuff I haven't seen before.
I just want to entry level remote position that will train me that is not selling insurance over the phone