said by vzguy:
I didn't say they were untrained! They are the "Network Technicians" and should be the most trained. I said that I don't think they take calls any more. They monitor network, identify outages, support the agents in Charleston, work on the things that need more attention than a 30 minute phone call, and do most of the things that don't require them to be on the phone with customers (offline work).
But they do take calls, and a lot of them!