This is a
good look on Salon at the world of low-end tech support. It's not much different that telemarketing, except the customer calls the company. As you might expect, minimal training is given and little results are had by people calling in.
Way back when, I worked for one of these companies just outside of Boston, MA. Among the class of people that joined at the same time I did was a sociologist, a History grad, a wannabe Air traffic Controller, and an ex-butcher. Many of them had very little understanding of how computers worked, even less of how the programming language that we were to support worked. Most of them had never wrote a line of code in their life, let alone for money. Those of us who actually had programming backgrounds were a little dismayed at the others who were being hired at the same time. We all had one thing in common though, we needed jobs.
The Salon article is right on one point - that all they care about is getting call times down, not actually solving problems. I think I saw a posting on USENET "saying [that company] is an IT company is like saying Jack-in-the-Box makes food". The training was practically nonexistent, and incompetence was generally ignored, if not rewarded. It was simply cheaper to keep implying fools than to have the expense of hiring and barely training more.
We were working for company x, but when we answer the phone, we were to say that we actually worked for the maker of the software we supported. We even downloaded weather reports so we could reasonably sound like we lived in the area. I won't say which company was farming out their tech support this way, but it rhymes with Microloft. Which is about what I could afford on the pittance I scraped out of that job.
In the programming language we supported there was a function called Between. When you passed it three values it could determine if a third value was between the first two, like a date. It was one of the most basic functions of the language. One of our techs didn't understand it though, and I heard him rattle off "The Between function? It doesn't work". I felt pity for those who had to pay to talk to support. However, perhaps it was better the ex-butcher wasn't handling food anymore. He seemed to have a very poor grasp of the germ theory of disease. He thought it a piece of meat fell on the floor that it was still good if it had only spent time at his feet for a few minutes.
The sociologist got in trouble for something that happened while he was working alone one weekend. A manager came in to find him going up and down the aisles of the deserted cube farm wearing only boxer shorts and rollerblades. He was not fired. He liked sharing with his coworkers, most 20-30 years his junior, stories of his sexual studies in sociology. Since we could rarely leave our desks, we could not escape. One poor team even had an icon on their desktop shaped like a toilet. If they had to go to the bathroom, they had to click it to ask for permission from a manager.
Shortly after they got rid of the free hot chocolate I could see that there were not many good paying places to go in that company so I wisely left the cube farm behind. For those still calling for support, I suspect many of those jobs may have gone to India, with the wage differences. Here's hoping you don't get caught betwixt and between.