> many times I've used support and the person is some entry level tech who has no idea.
Yes, roughly all the times. every single time. As far as I can tell, most “first line of support” reps are empowered to read you FAQs, and to maybe perform actions you are better able to do yourself online. If like me, the caller is only calling as a last resort after figuring out the task is impossible online, they just repeat a FAQ or tell them misleading garbage information, blame a third party, or transfer them in circles.
Oddly, the “social media support” reps that cell phone companies have that you can message on Messenger or Twitter DMs are 10x as competent as the phone people, with the bonus that you can work through the problem asynchronously, which is a godsend for busy people.
Yeah, every now and then I directly get an L2 person who either just had a phone queue open or really needs a promotion. But, unless I've just been an idiot (which does happen), L1 is mostly useless.
I've found social media a mix. There are people who seem really interested in making stuff happen and there are people who are surprised you expect anything more than sympathetic cooing noises.
Yes, roughly all the times. every single time. As far as I can tell, most “first line of support” reps are empowered to read you FAQs, and to maybe perform actions you are better able to do yourself online. If like me, the caller is only calling as a last resort after figuring out the task is impossible online, they just repeat a FAQ or tell them misleading garbage information, blame a third party, or transfer them in circles.
Oddly, the “social media support” reps that cell phone companies have that you can message on Messenger or Twitter DMs are 10x as competent as the phone people, with the bonus that you can work through the problem asynchronously, which is a godsend for busy people.