THIS. SAME DAMN THING ON MY END

When you work escalations/support you are to do a set amount of work, no more and no less.

If you go above and beyond they start asking to speak to you specifically, word gets around that "x company will do y-z for you" even if it's a one off thing.

I have plenty of stories of working support but they're all pretty doxabke

I'll say this though, the funniest calls are always boomers calling up, complaining they can't connect to a website and then asking if they're meant to be connected to the WiFi