It would be a generalist support role that is 100% reactive focused on putting out fires.
Such companies have huge support teams that are under strict workforce planning with well though trough (to the minute) scheduling and multiple support channels (email, chat & phone) that requires reps to be always logged to their scheduled channel on time.
Metrics like average handle time & idle time become very important as big support organisations are under strict financial investment plannings and have to monitor costs.
It also involves managing remote & scaling overseas teams if company is chasing the sun (24-7 support).
One of the bigger challenges then becomes front line workers tenure, turnover, employee attrition and retention.
