I was assigned a new client 2 months ago which has meant new portals and new processes.

Anonymous

October 13,2023 at 5:05PM UTC

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I was assigned a new client 2 months ago which has meant new portals and new processes. My boss told me employee A is very knowledgeable with the main portal my client uses since she is in it every day for her own clients. I was told all questions should go to employee A and my boss made employee A aware.

I have not needed to ask a lot but for the questions I have asked, employee A has responded to all of them with “I don’t know”. I don’t expect her to know everything but find most of what I have asked she would have had to of known if she’s working in the portal.

My boss is definitely aware that I am not getting my answers from employee A but doesn’t know why. I think she may assume I am not asking employee A.

This very well may come up on my quarterly review in two weeks. If it comes up how do I professionally discuss what is really going on?

If it does not, do I bring it up? My numbers are definitely off because of lost time doing a longer deeper dive for answers.

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AnonymousOctober 13,2023 at 5:56PM UTC
Document, document, document! EVERYTHING!
You can discuss with your boss that you asked this specific question on a specific day/time and what the response back was from Employee A. I would then ask Employee A since she doesn't have the answers you need, where do you go to get the answers, any resources would be helpful for me to provide the best customer service possible.
AnonymousOctober 13,2023 at 6:21PM UTC
So I was in a situation where IT suddenly told the entire company to ask me certain questions on a project that they seemed to think I knew about that I didn't. I think it's possible that Employee A might be being truthful. She may not know. I would just document those situations in the escalation i.e. "Hi Employee A, thanks for chatting earlier. It doesn't seem that you know the answer to X and Y. Do you know who might have that information?"
AnonymousOctober 17,2023 at 12:40PM UTC
This exactly and retain documentation for your support.
Clare JohnsonOctober 17,2023 at 12:25PM UTC
Cc the boss on all your emails to her.
Diana SchneidmanOctober 17,2023 at 1:08PM UTC
Why didn't you simply tell your manager as soon as the "I don't know" started? If you are both in the office, simply walk in and say "I'd like to update you." Then keep casually updating. If you are both work from home, give them a phone call rather than announcing to everyone. Unless something is going on politically that you have omitted.
AnonymousOctober 17,2023 at 4:46PM UTC
Document and every interaction with A should be written. Timebox the responses and if they are roadblocks kick them back to your manager to unblock you as that is basically their job to do so. A's negligence is affecting your production. If you don't get support or help perhaps take the opportunity to learn the portal and tools and then you can own the whole thing. That could mean promotion or recognition or both. If nothing is solved keep documenting things and track your work and where and when you get stuck in a spreadsheet or timetracker. If sounds like you may be in a revenue role and if your quota and commissions are affected by this definitely speak up loudly. You may be dealing with an underling who is resentful that you get paid more to do your job and there is professional jealousy.
Beth Boyd BellOctober 18,2023 at 12:47PM UTC
I agree with what others have said below, but also...it seems you should learn from the client how they use the portals. Not everyone uses technology the same. Is it possible for you to ask for an overview from the client SME?
Amanda SpaethOctober 18,2023 at 4:50PM UTC
I agree. Anytime I have had to use client portals they have always had an onboarding program for anyone who hasn’t used it before. It’s actually kind of strange to me that the client didn’t offer this if using their portal is a requirement to work with them. They may also have someone on staff that works with their outside vendors as a resource for technical questions. If it’s a third party software (even if it’s customized) you may be able to find some basic training on the website for the software company and they may have a help desk as well.
AnonymousOctober 18,2023 at 1:54PM UTC
I'd be at the point of emailing my boss, with coworker on cc, stating "*coworker* doesn't know XYZ. Is there someone else within the company you suggest I speak to about this, as the project is encountering significant delays due to unforeseen research on my part." or something to that affect.
Liz MilneOctober 19,2023 at 12:39AM UTC
Next time you have a question, ask A in front of your boss - see what she does then. if she still says, 'don't know', then she's not been told to help you - that's on boss. If she suddenly does know, then make a comment about how nice it is that she's helping you for a change (subtly, of course!)
AnonymousOctober 19,2023 at 2:42AM UTC
Send an email to employee A, referencing previous requests and copy your boss.
AnonymousOctober 19,2023 at 2:47AM UTC
Don’t you just love it when the appointed SME (subject matter experts turn out to be not quite the experts you’d thought. It’s a letdown for sure. Two things: either employee A is intentionally withholding information from you out of fear that if she lets you have the information, then there’s one less thing she will have control over and her job would be in jeopardy. Or it could be that contrary to what the perceptions are, she really doesn’t know the portal at all. In either case it’s impacting your your job. If it comes up in your performance review, then you’d do well to be honest about it.