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fix the problem AND schmooze? In my experience, any service tech who downplays the importance of people skills in the frontline support business usually has none.
"He knows his stuff, but he's an @$$" has been said about support techs as often as "Nice guy, but he can't fix anything."

Yes, your job is to fix the problem and fix it so the customer can get back to work. A good service tech can do this. But a good service tech can also interact amicably ("schmooze") with the customer. If you piss off the customer and the customer has a choice, in most cases you will not be called again by that customer, no matter how well or fast you did the job.

Edit: spelin