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I worked for AT&T through a contractor for a while, Tier II U-Verse Customer Care. The customer would first fight with an automated service program, then with a foreign language speaking tech in Tier I. Once they were good and frustrated, they got me.

I received two weeks training, during which they basically structured our time, teaching us nothing.

U-Verse had no tech support manual, no online resources for us to use, nothing. It was common for us to Google the problems which came up. On more than one occasion, I put a customer on hold and wandered the building in the hope of finding one single person among the techs and management who knew a solution to the customer’s problem.

There was also no up-to-date canonical directory of internal phone numbers to use when we needed to contact the other departments so they could assist with the landline problems.

It was a high stress job. Before I came on board, one Tier II Customer Care tech had actually jumped off the top of the parking garage.

After a year, Mrs. Chandler encouraged me to quit because she didn’t like the person I was turning into.

“The customer would first fight with an automated service program...”

Oh, yeah. It goes without saying that I had already run that gauntlet, ending with me screaming into the phone to the robo voice, “AGENT! AGENT! AGENT!

I worked for AT&T through a contractor for a while, Tier II U-Verse Customer Care....
There was also no up-to-date canonical directory of internal phone numbers to use when we needed to contact the other departments so they could assist with the landline problems.

I switched from ATT to Spectrum for my phone service and price. However I was surprised when the tech came to update my router. He had to call the same service number customers use to call in an issue. He had to wait, just like the rest of us smucks, to have his issue resolved. Mind you he was getting paid to wait forty five minutes to resolve the issue. No internal phone numbers for techs to bypass the bureaucracy. I felt like I was jumping from the frying pan into the fire(albeit a cheaper flame)