The upside

So, there is an upside to being tech support. Not everyone is an idiot that should be beaten for being a retard :) Some people have serious issues that require someone specially trained to fix the issue. Additionally, some people just don't know what they need to do but realize they need help and are willing to meet you halfway.

The people who have serious issues can drive you insane because you need to leverage everything you know about the product. It's strange little tricks and backdoor ways of doing things results in you getting the problem fixed. Yes, it takes time and effort to deal with these people but ultimately it's satisfying when the problem is fixed. The customer doesn't always appreciate it but unless they are annoying it's satisfying to complete one of these calls.

The people who just aren't technology literate can be fun because you are opening their eyes to a wider world. You don't try to self diagnose when you have a medical problem, you pay for a specialist. Ditto for technology, I'm a specialist with technology and let me show you what I know and how to best use it in your situation. Often times, just asking what they want to do on the device results in an interesting conversation and they will thank you for taking time to help them do what they want to do. Some simple 'how to' from the user guide makes their interaction with Tech Support the highlight of their day (often time Tech Support has a bad reputation and I'm happy to break that cycle)!