"With Great Power, Comes Great Responsibility" ~ Spiderman
It was 5:30 in the evening, I was on my way to work in the cab. We were passing by Aarey, what an amazing weather it was. I believe Aarey is the only place in Mumbai (other than the ocean of course) which has fresh air to breathe in. The only unnerving and intolerable thing in the whole setup was the song playing on the Radio, It was He-mess singing out loud “Ooooooo Huzooooooooor 13 13 13 Surooooooooor”. I requested the driver to change the Radio Station, but all the radio stations were playing one or other song sung by Mr. He-mess. What a mess !!!
Listening to all these messy songs my cab passed by Powai Lake and reached Hiranandani Gardens. I felt as if I had reached Europe. I feel all charged up as soon as I reach Hiranandani Gardens, what a place, an engineering marvel for me a Gujjubhai from Gujarat providing customer service to Americans.
I was working as a Technical Support Advisor for no.1 ISP in US of A. I had recently got transferred from Pune to Mumbai. In Pune I was providing Technical Support for a US based PC Manufacturing Company.
I had my bit of nicotine shot to have that pre-shift kick. I checked my clock it was 5 mins to get hooked to my Avaya phone & changing my Avatar from Purvesh from Rajkot to Peter from Pennsylvania. I had my headphones on (I sometimes felt as If I am a doctor, the only difference was that doctors wear stethoscope to check heartbeat of patients & I used to wear headphones to listen to queries that my customers had and both of us tried to provide solutions). Today there was a bit of avail, as it was a US holiday call traffic was pretty low.
I got my first call for the day. It was a girl on the other end, sounded like someone in her twenties (Her voice was driving me crazy, it was husky like bipasha). I welcomed her with the preset script like a robot and asked her the reason for her call (I would have preferred to ask her what are you wearing right now ??? but duty is duty ...sigh). She had a concern where one of the windows on her computer screen was only partially visible. Ideally I should have asked her to speak to either Microsoft guys or her PC manufacturer coz it had nothing to do with her internet concern or connectivity issues that we used to handle.
I still went ahead and tried to get her concern resolved (not bcoz I was concerned ... anything for a sexy sounding gal ;)), she gave me a case number from her previous call & checked the case history, she was referred to PC manufacturer by another TSA. I checked it with her, she agreed and said her PC manufacturer was not going to help her unless she renews the contract and pleaded me to help her out. The problem was weird, I tried couple of things, but nothing was working.
I was about to ask her to get in touch with PC Manufacturer once again (as it was not our problem) suddenly something clicked in my mind. I asked her to press ‘Alt + Spacebar + N’ on the keyboard, she tried it and the window which was partially visible was now minimized thatz what she told me ‘the window is now sitting on the bar next to the start button’, I had cracked the case, I asked her to click on the window once again and to press ‘Alt + Spacebar + X’ on the keyboard which maximized the window and she was able to read all the contents now. Another happy customer.
She was very very very happy, she asked me “Hey whatz your name, I have been struggling for past 2 hours, you got it solved in 5 mins you are genius !!!!”. I said my name is Peter, to which she asked me my last name, I was stuck coz we only had first names as pseudo names and no one had asked this question before. I said “Peter Parker” (had recently seen the Spiderman movie and thatz what spidey's name was in the movie) , she started laughing and said “Peter Parker ???? really ??? Are you the Spiderman ???? The Superhero ???”.
I said "No Maam its just a co-incidence" to which she said "Whatever it is but you are my Super Hero !!!!" She had definitely made my day. My boss was staring at me coz the AHT was building up. I thanked her once again and read out the call closing script.