I interviewed to be one of those customer support agents many moons ago and I think the reason is that the agents at the other end of HELP HELP aren't technical

I interviewed to be one of those customer support agents many moons ago and I think the reason is that the agents at the other end of HELP HELP aren't technical themselves. When I was looking into it they would hire any fresh college grad who seemed smart enough to learn the product features. Programming skills were explicitly not required so I'm not surprised that they couldn't help with programming questions.