Hey all, in my company we've been having a lot of trouble with our first-line support team and I wanted to get some ideas how it works in other companies.
To give some context, I work in a Customer Team (L2-L3 Support) for a MSP, previously I belonged to the Internal Operations Team and they had a very negative view on the first-line team, with opinions like:
But I didn't interact a lot with them before, but now, I have to interact with them on a daily basis, and I see some things that have started to make me worried about the team:
From my point of view and the team I belong now, we all think that management didn't really verify the required knowledge for some members of that team, but they really have a few that are trying really hard to improve their skills.
We have started to try to help them, so that our job can also become easier:
That team also has some problems that I fully recognize:
Sorry for the long text, would love to have some feedback from your sides, or is this normal in a lot of companies?
@StuffToWrite
@lemmy.ml