I figured that out when I read "Verizon has been increasingly granting these jobs to foreign workers who lack the skills to help customers with their technical

I figured that out when I read "Verizon has been increasingly granting these jobs to foreign workers who lack the skills to help customers with their technical problems.". If they couldn't do the job they wouldn't be hiring them, "Did you restart the modem?", yes, "I'll send a tech out" isn't that technical of a gig.