Crossposted from Medium, an evaluation from the depths of tech support
Working in tech support has its ups and downs, but is ultimately rewarding. Digital literacy—the ability to confidently and capably use and understand technology—is something that is often lacking from the people I support, from high school students to retirees. I mentally evaluate people on their level of digital literacy, not to judge or mock them, but to best assist them. The more self-aware a customer, the easier it is for us to help them. Rather than disparage the oft-perceived “stupidity” of the people that seek my assistance, I’d rather turn my attention toward improving their basic digital literacy skills.