> Then you have Tier Three, which at some firms sits in Customer Service and at some firms sits in Operations. There exist some ambiguity and spectral ranges here, but at some point the job changes in character from “low-wage peon reciting a script” to “professional who has a career doing this and is no longer managed on a tickets-closed-per-hour basis.”
As a developper I do this on the side of regular dev work for my job at company with a lot of technical debt and antiquated systems. This is my guilty pleasure to act on very weird edge cases or escalations. Sometimes it's aggravating looking at what the customers go through as CS agents are obviously confused when the case they are handling goes out of the norm.
As a developper I do this on the side of regular dev work for my job at company with a lot of technical debt and antiquated systems. This is my guilty pleasure to act on very weird edge cases or escalations. Sometimes it's aggravating looking at what the customers go through as CS agents are obviously confused when the case they are handling goes out of the norm.