So, I can finally tell you. I got promoted.
I am moving off of the front lines, at my company, into more of a management role. I'm shifting from the badly-named tier 1 team (tier 1 at this company is FAR more than what you'd think of as "tier 1" support, probably T2 or T3 anywhere else) to a Training and Documentation Coordinator.
The question was pretty simple: how did one person in Alabama become a ticket-smashing machine while maintaining clear communication and genuine customer focus?
The follow-up question is even simpler: and how do we teach this intangible?