Concentrix Logo "I work for a multibillion dollar company that doesn’t really care for its employees

I feel for the OP. I have never worked in that type of role. But I have worked with these organizations for most of my career. During different times organization will outsource, hire/train their own support or a mixture - where 1st tier is outsourced. It is a tough thankless job - where movement is expected. If you are good, you move up or out. There is also a lot of opportunity because of the turnover to move up. And of course, use this as a spring board to move out - have you looked at your clients for a job?

Best of luck - but remember even though the company makes Billions - different departments either revenue generating or are a cost center. If you are working in a cost center - well