Wow, it’s been a looooong time since I’ve posted here, but now I find myself in need of the collective knowledge of the “Dope”. Again.
So, I’m doing tech support for a very small company, which re-sells POS software for a larger company.
Currently, I’m in charge of a whole state, plus a good chink of another, and a few outliers. Plenty of clients, approaching 200 or so. I’m the only tech these people can talk to directly.
Troubleshooting problems can be difficult at times, but if one follows a system, it can be made ridiculously easy if done well. Enter my conundrum.
I have, in the past, worked with software that basically walks you through a flow chart, and effectively isolates and eliminates most problems. Such software does not exist where I work. I came across a free flowchart app, and started putting data into it. I LOVE it. My boss(es) would LOVE it. However, I might just be designing a program that puts me out of a job.
The obvious thing to do, is to keep the data for my own uses as a tech (contract permitting).
I have countless word files outlining what to do in certain situations, which will be quite helpful in creating my flowchart. However, the guy(s) that wrote that did tons of work, and was not compensated for it (to my knowledge). I feel strongly, that product/system knowledge is a valuable thing, and is WORTH something.
I love to help my friends and family with computer issues, but with clients, it’s a product/service. I don’t work for a charity, bills need to be paid.
Anyways, my question is about what I do (or don’t do) with the flowchart I design.
I could be an idiot and just give it away for free (countless hours of unpaid time lost), try to sell it to my boss, or have my boss sell it to the rest of the resellers ( hopefully with a commission).
To some this may sound callous, but tech support has a demand, and IS a product. My certs weren’t free, and I don’t expect to have my car worked on for free.
So, what should I do? Keep developing the flowchart? Market it?