Yep, they didn't want people that think too much. They want drones to read off scripts and fake empathy when theit service is out(again). It wasn't as bad in CCST(complex coax support team), since my interactions were very rarely with end users(VARS, large national businesses and other carriers). But they got rid of that department and have the REP1(new people) handle that service and put us back on front line phone support. None of the CCST customers were happy about the degraded service from unknowledgeable and untrained support staff. I had an interview to move over to Enterprise Fiber, but skipped that and just completely quit without notice.

The place is structured to make sure nothing ever gets past the status quo. I had multiple engineering tickets closed out for probable network routing issues(on our end) because no one wanted to look into it. If you have any more than signal issues and something a modem reboot won't fix...good luck getting a problem actually addressed.