[lozaning]

When I used to work support in global escalations for a big multinational, my manager, nor his, ever knew what to do with me.

I maintained a 100% flawless NPS/satisfaction survey rating the entire time, but my mean call time was also nearly triple that of everyone else.

I helped far fewer people, but the ones that I did help I frequently ended up actually educating, resulting in nearly no repeat calls.

Management could never come up with a purely zendesk based overall performance metric I wasn't near the bottom of. I never much cared because at least weekly a customer that I helped would try to convince me to quit and come work for them as a private consultant, making it incredibly hard for my manager to convince me I should change anything at all about what I was doing.

I left after 3 years and shortly after the whole thing got outsourced to an Alorica call center. So I guess management did figure it out, they'd rather have 4 people who's only qualification is the ability to fog a mirror, giving out near worthless support very quickly, than pay for 1 person like me.

[user5994461]

I'm curious how come you didn't move to a customer if customers were offering to hire you every week?

[xemdetia]

Having been in a similar position usually being on the 'inside' with access to code/tools/etc was more interesting than being some consultant who didn't have sufficient access and was saddled with the job responsibility of actually using the product for it's intended goal in an ordinary business setting. Playing troubleshooter for the real hard problems that nobody expected or thought about and delivering a solution in one in a hundred calls can be more rewarding than just turning the crank on a business system.