It's the same, Tier 1 is no longer technically trained. They are customer service script monkeys. Anything outside of that script they cannot assist and has to be escalated. AND, since they are no longer technically trained, they don't know what, or how to really troubleshoot, nor do they understand the customer's problem to even properly use the monkey script.
But escalation to Tier 2 or CAG is still possible? I don't mind Tier 1 being brain dead as long as someone up the line knows what they are doing and the escalation chain is clear.
Yup, CAG is the escalation path, There is no tier 2 any longer.
