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

cudajames said
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

This is all so true. I work for a multi-billion dollar organization in an IT role, but I'm fortunate enough to work for one of the better companies.

cudajames said
If you are good (at 1st tier support), you move up or out."

^^Absolutely! Front line support is an entry level position, and it is not usually a fun job so the good ones don't stay there very long.

cudajames said
During different times organization will outsource, hire/train their own support or a mixture - where 1st tier is outsourced.

Outsourcing is going to happen in the modern economy. Not always, but a lot of the time. It's our job, as workers in the US (and Canada, in my case) to do your job with such a high level of quality that it makes the executives think twice about the idea. And if your department gets partially outsourced, that's when you really need to crank up the awesomeness. Companies do sometimes un-outsource, when the service from offshore is bad enough compared to what they're getting locally. My company is doing it right now in the Finance department for Accounts Payables. We sent it offshore and it was a disaster, so just over a year later it's coming back.

cudajames said
different departments either revenue generating or are a cost center. If you are working in a cost center - well

^^ So true. When times are tough or when growth targets aren't met, the executives will be looking at the costs first. If you are working in a cost centre, try to add value however you can.

Hopefully the OP can find something else, because if things are really that bad, it would take years for things to get significantly better. But the executives first have to recognize a problem and decide to fix it, and if they don't see the situation as a problem then things won't change.