Nice try. But let’s play with the thought that there’s no way we can let a rookie listen in on customer calls and gradually work their way into the role when they have experience… What about hiring technicians that has been working with the products/services for 10 years?

That would be a way of getting competent customer support people, right?

And just to clarify my comment that you replied on: The problem today is that most often there’s no career path for the customer support rookies and the pay is so lousy that most people just work customer support until they get something better.

That’s definitively the correct way to avoid getting experienced people in the customer support.