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this post was submitted on 25 Apr 2024
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If you have a business line you’re still 100% getting a script reader. They just come without a foreign accent.
Unfortunately mostly true. I worked for Charter Business, and was told I was "being too helpful". They only want people who read off the script. I moved over to the CCST group before they killed that off. I'm so happy to be away from there, that place was soul sucking.
I don't know how I would react to being told that other than staring at them incredulously and fighting my instinct to say something along the lines of "you're complaining that I'm doing my job TOO WELL???!?"
Yep, they didn't want people that think too much. They want drones to read off scripts and fake empathy when theit service is out(again). It wasn't as bad in CCST(complex coax support team), since my interactions were very rarely with end users(VARS, large national businesses and other carriers). But they got rid of that department and have the REP1(new people) handle that service and put us back on front line phone support. None of the CCST customers were happy about the degraded service from unknowledgeable and untrained support staff. I had an interview to move over to Enterprise Fiber, but skipped that and just completely quit without notice.
The place is structured to make sure nothing ever gets past the status quo. I had multiple engineering tickets closed out for probable network routing issues(on our end) because no one wanted to look into it. If you have any more than signal issues and something a modem reboot won't fix...good luck getting a problem actually addressed.
That is disgusting. Too helpful? Jesus christ congratulations leaving that place.
I had an enterprise fiber side that I just bailed on and quit the place without notice(or another job lined up). It was genuinely soul crushing andi don't regret my decision. Granted 3 years later I make more than double the pay with less headache.
When I supported the network at work, with many ISPs across the US... It depends on the Telco.
Comcast Business, was hand down the best Telco when it comes to business lines from my experience. At&t and Verizon were the script readers, having to argue everything to get them to do anything. Many of the cable companies, just had terrible everything. CenturyLink was very good, but awful support portal.
Can confirm, when I was doing that forever and a half ago, Comcast actually never gave us trouble when we called them, but anything having to do with at&t or Verizon was like pulling teeth
The worst was one site who was serviced by neither of them, but our last mile provider interlinked through one of them, who linked through the other (I don't remember the order of interlinks) to get to our actual ISP and into our datacenter/WAN. We had issues upon issues upon issues with that site's connection, and it was the interlink between those two that was the culprit. It was easy to narrow down, and easy to fix, but getting them to actually fix it took months of us screaming at our last mile to scream at them louder since we weren't their customers and they both refused to talk to us because of that.
It did get fixed but it took probably a year and a half of fighting before they finally updated the interlink.