When I worked there (2003-2007), first level support was where new hires learned the ropes before moving on to their actual assignments. It was an amazing way

When I worked there (2003-2007), first level support was where new hires learned the ropes before moving on to their actual assignments. It was an amazing way to keep employees well in touch with customers' needs, and at least at the time the program seemed to be well-enough run to deliver great customer support. Sorry to hear your experience was different.