Hi, FIRST POST!
I spent an entire year of my life as a student in 2002 working for a dial up internet company in the UK doing tech support over the phone. I almost threw myself out of the window at least 10 times a day! Funny thing was the line was premium rate (about $1 / 60p p/min) and it would quite often take 10 mins just to talk someone through finding Control Panel let alone anything else.
Best call I ever had was from a little old lady who had just bought her first PC, she was really struggling using the mouse, it took well over 30 mins to work out that she was using the mouse with her foot like her sewing machine pedal. We had three more of those calls that year from little old ladies and i started asking right at the start of the call exactly where the mouse was located.....