It will never be the same...

I work in a technical support department, you know, the place you call when your new fancy program doesn't work, so you call and get someone who doesn't have a clue what you're talking about. They take 5 minutes of your precious time to get info like name, address and contact information only to tell you that you have called the wrong place, this is not their problem. I am the guy they go to when they put you on hold. Well, I was that guy, we've been constantly shorthanded since about Feburary, I got a cryptic email a couple of weeks ago that the boss wanted to meet the next day. I had a feeling what was coming and I was right, while we're shorthanded, I need to be answering calls too, you know to make the stats look better. I don't mind answering calls, I also have no problem in saying that in that department, I am the best at the program we support. The problem is that others are relying on me to answer their questions too, a little hard to do when I'm answering the phone. Needless to say folks are hitting their breaking points, on top of that I get reports from techs who say the other person that sort of does my job, really does nothing, no one likes this person and dreads having to ask them a question because they usually can't answer it anyway. On top of that, this person is also taking calls, only I'm hearing that they hang up on these calls, after myself and the big man leave, they sit idlly by while customers wait in long lines to get help and they leave early. I'm trying to find a good way to bust this person while protecting the innocent and it's really not that easy to do, and even if I do find a way will by boss do anything about it? Probably not, he prefers not to rock the boat on these things. Which then makes me look like a loser because peoples pleas for help are falling on deaf ears. On the bright side, tomorrow is Friday and I won't have to think about it for the weekend. I'm also hoping to have another movie list up tomorrow or the next day. Talk later.