I see many responses but no one seems to have asked a question that I view as fundamental: what's the role of that employee in that company? 1. Is this employe

I see many responses but no one seems to have asked a question that I view as fundamental: what's the role of that employee in that company? 1. Is this employee supposed to man the lines? Is he a support line person who has to answer phones? WHAT are his primary (and secondary) responsibilities? Is he there to help manage the infrastructure of the company so that his teammates can continue to focus on customer support tasks? 2. What are the specific task(s) that he does that the manger is impressed with and that he so good in? Is it his ability to grasp customer tech problems and provide resolution in a manner that no one else in the company can do? Or is he doing something else entirely like developing solutions that enable his company to enter new verticals or automating infrastructure provisioning and monitoring? It seems like most of the answers on that post seem to assume that the person in question is in a developer kind of a role and then go on to enumerate the merits of productivity over timeliness, but I am yet to see a confirmation of that assumption. The answers will vary wildly depending on the role the person is supposed to serve.