That'd be nice, it just doesn't match my experience dealing with frontline support.
Most companies don't give them the training, autonomy, problem solving tools, or even buy-in to deal with something like this.
When I call in I expect them to be able to change my reservation and handle seat changes and such. I don't expect them to be able to triage a tech support call and tell the difference in severity between, say, a shared computer with somebody else's login, a browser caching issue, a database hack, a proxy or CDN issue, etc.
Most companies don't give them the training, autonomy, problem solving tools, or even buy-in to deal with something like this.
When I call in I expect them to be able to change my reservation and handle seat changes and such. I don't expect them to be able to triage a tech support call and tell the difference in severity between, say, a shared computer with somebody else's login, a browser caching issue, a database hack, a proxy or CDN issue, etc.