Supposedly we are not being laid but I can only guess that this is definitely a precursor to being laid off. Get out while you still can.
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Some of these techs could for sure handle doing our side of it if given the access. I’ve talked to techs who actually know how to use the C7 tl1. But then there’s techs who ask us to check the QOS so they can train... if the techs could use aqaurium and the backend developers would fix the couple of bugs with the rebuild tools and carp, there’d be no need for ya. Other companies don’t have a BTAC. They just have a tier 2 that does what we do. And if they absolutely need access to a device, their lead does it
9 times out of 10 Aquarium is a piece of crap.
I think it's a failure of process and production that BTAC isn't just a escalation point for CSTs. CSTs should be able to troubleshoot a problem 100% and should only have to call BTAC for one off issues. The installs should be 100% automated in the back end, only needing the field work from pin to customer perm and that could be handled by contractors (yea I know... But you have to give the suits something to make their gross salaries relevant). Sad.
Think about it CSTs how would this change you day to day? Instead of waiting for some BTAC analyst to troubleshoot, left in the dark on mute or on hold while they do something, if you had the access and the knowledge and you could do it, why not. I think the level of customer service you provide would be far superior. It's not hard folks, it's just training.
Maybe I am wrong, but I have more faith in the field then most people in the offices...
Yea assignments and sag would be great additions as well. In the meantime, instead of waiting 30 minutes for btac, if you’ve got a simple order that needs to be provisioned, just look it up in aquarium and use carp on demand. If it doesn’t work, you’ll still have to call in, but it works most of the time.
If you’ve got a weird issue going on as well and just want the ports bounced, you press “get network status” and down at the bottom of the window that pops up, you can bounce the ports.
Hope it helps you out.
hopefully they add assignment people there to both groups hold times are horrendous