Help

I am privileged to know two people who work from home for “call center” firms. They both provide answers to folks calling for information and assistance. The whole idea intrigues me but I’ve never seen how it works. That all changed today. My son-in-law is a “techie” and works for a firm that provides help and support to guests of major hotel and motel properties. Normally he works in Chicago but today he is working “help desk” from home in the Indiana suburbs. He was gracious enough to permit me to watch (as long as I didn’t touch anything!)






I sat in eager anticipation waiting for the phone to ring (through a computer on an internet connection). I was a bit apprehensive even though I wasn’t directly involved. Soon the first call came. Amazingly, it was from “back home” in Eastern Pennsylvania. I wondered if the frantic hotel guest on the line had any idea that she was connected to a suburban living room half way across the country. She seemed to calm noticeably when she heard my son-in-law’s reassuring friendly voice. As he spoke, his fingers were a blur as they executed rapid keystrokes on his computer. He deftly accessed all the guest information on his database of the hotel property. He quickly diagnosed that not only did this lady have a problem but several other unsuspecting guests did as well. A few more keystrokes and the whole property’s internet service was operational again. Some rapid documentation and he was ready for his next call.






The next call was from a man and it also came from Eastern Pennsylvania as well. Several minutes later he confirmed that he too was thankfully “back in business.” I suspected that these Eastern Pennsylvania calls were just for me. That thought was quickly dispelled by calls from Baltimore and then Times Square in the heart of New York City. I was actually disappointed when “our” shift ended. I am looking forward to witnessing another night on call before starting our journey home.


What a treat watching a “pro” calmly and efficiently solve all the hotel and motel guest’s internet problems as they call on him. Amazingly, unbeknownst to some unsuspecting guests, he actually solved some that they didn’t even know they had. He is here waiting through the night for any of thousands of guests who experience an internet problem and are willing to call. I asked him if he’d ever been unable to solve a problem. After some thought, he said, “Yes once, when sadly the guest hung up in frustration shortly before I was able to deliver a solution.” What an impressive record. I am honored and privileged to know him personally. He actually set up the computer that I am using to write this story.






Reminds me of another “help desk” that is far away but instantly accessible for the asking. It’s open “24/7” and has a perfect record. He too gives personal attention and is only a call away not just for problems but anything else that I want to chat about. What an honor and privilege to personally know Him too. I can’t make it without Him and His wisdom and assurance.