They need to change the process. I worked in IT position, and we didn't have all the access to the systems in order to resolve customer's issues. If we need to resolve a medium issue, we need to call another call center to request help.
The supervisors doesn't know anything about IT only customer service, so, is not help in the floor.
You need to call the other department to get help, the call are long 40 to 50 minutes sometimes.
The boss of all department is very nice and conscious. He try to help you and also the supervisors, but they don't have the knowledge in IT.
Free snack time to time
a lot stress
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