> I wish there were a better alternative, but I really am at a loss to think what that could be. The alternative is to empower customer support reps to look u

> I wish there were a better alternative, but I really am at a loss to think what that could be. The alternative is to empower customer support reps to look up the cause of a problem. This would not affect general operations when everything is running smooth, but would solve the case where clueless reps keep asking for the same documents and can't follow through or actually do anything. What you're describing is how modern tech companies have eliminated support level 1. But if that was the plan, it should be followed by making all the remaining reps level 2 and giving them the proper tools and training to do their job.