You&#x27;re absolutely right about the majority. If someone is capable enough to understand customer needs and resolve issues outside of predefined scripts they are capable enough to be working beyond customer support. Customer support representatives are largely people who exist as an interface between a customer who doesn&#x27;t understand a system and a system that doesn&#x27;t understand the customer needs.<p>Most companies would do well to invest in &quot;Customer Support Engineer&quot; type roles, putting people who <i>understand</i> systems and are informed problem solvers on the front lines, people who can identify technical solutions to customer problems. Customer Support Representatives problem solving seems to begin and end with what they&#x27;ve learned from the latest ZenDesk Webinar. Most companies seem to believe that fast and friendly messages are what customers want, through twitter and Facebook, when the reality is they want their problem solved and the business most benefits when the <i>cause</i> is identified and solved for all customers, not the symptoms for one customer.<p>Most companies could slice their customer support costs in half and increase their customer satisfaction substantially if they invested in building out roles for problem solvers instead of ticket solvers. 1 ticket solved is 1 ticket solved. A problem solved can be hundreds or thousands of future tickets prevented and an improved customer experience.<p>(This comment isn&#x27;t a slight against customer service representatives, they serve an important purpose at many companies and often provide great value. This comment is a slight against the companies that choose to hire a dozen more customer support representatives instead of addressing the core issues that are driving people to their support.)