I am in pretty much the same position. Boy, is it ever sweet.
At first, I struggled with it, I was bored and restless. I’m about six months in now and I quite like it.
I’m basically the Lonely Maytag Repairman of technical support. I figure that the company is doing something right if I have the easiest job in the house. I come in, respond to a few tickets, check my voice mail, and basically kill time for the rest of the day. Sure, tickets come in, and I respond quickly to them, but basically I have a lot of free time on my hands. If we have an issue generating a lot of support tickets… they fix it. Nice, no?
I feel that I have pretty good job security. They’ve had someone in this job for years (the last person certainly left of their own accord), they seem to love me, and everyone with the company has been here for quite awhile or has been hired into growth positions recently. It’s a tiny company and nobody ever seems to quit. There are great perks, it’s a friendly atmosphere, and frankly nobody else wants to deal with customers directly, so I don’t think I’m going anywhere. Plus, every so often my job does get very, very busy - albeit for a short time - but most of the time it’s pretty mellow.
Fortunately, I have a very easygoing boss, so he puts few restrictions on me as to what I can do with the rest of my time. I read the 'Dope, browse the 'Net, read books, draw, play games … pretty much whatever.
At first I felt kinda guilty about it. My last job kept me busy… well, beyond busy. It was impossible to get the job done. Here, as long as I get my work done, nobody really seems to mind as long as I don’t disturb other people. I also freely take on whatever tasks they ask me to do – heck, I have the time – and try to ask if I can take on responsibility for things when possible.
So, I guess everyone kind of wins. Customers get really fast, quality support from a happy tech, I get a job that makes me happy, and the rest of the company keeps getting to do all the things that they do without dealing with support issues. The company is pretty successful and is privately owned, so hopefully I’ll be here for a good long while. 