Good environment, bad economics - 1L Support Technician FedEx Office Employee Review

Hiring freeze has caused the technical support call center to be severely under-staffed with no signs of improvement in the future. So when the average hold time for someone calling in is over 4 minutes, we are no longer allowed to actually troubleshoot any problems, we have to escalate all of those calls to the self-serve call back group who will get to the problem 48 hours later. It's frustrating when you know you're able to solve a problem someone is having, but aren't allowed to help that person just so an arbitrary service level agreement can be met.