Using a pseudonym for customer support is a fairly accepted practice. Unfortunately, when it's your job to deal with a lot of customers you're inevitably going

Using a pseudonym for customer support is a fairly accepted practice. Unfortunately, when it's your job to deal with a lot of customers you're inevitably going to have some that are unhappy with your response, no matter how well you do your job or how great your company is. If you deal with enough customers (thousands) over time, some of those unhappy customers are going to try to track you down outside of work and make your life difficult. Customer want honesty from a company / service and good customer support. They want to be able to reach the contact they talked with before again, at the same name / extension. I don't think they generally care very much if the name they're given is the operator's legal name, so long as there is a consistent response from the pseudonym. Especially if you have an easy to Google name (you're not "John Smith"), using a pseudonym for customer support means you can leave your job at the office at the end of the day and not worry about risk to yourself or your family.