As a Senior Advisor, I had two primary job roles: providing information and guidance to front-line agents, whether it be troubleshooting steps, or tips on how to approach the situation at hand, and the second was to assist the user in troubleshooting their issue at hand. When an issue reached me at my desk, it was usually more technical than most, or required more than one session to correct the problem. When the issue persisted for more than one day, I would provide the customer with my contact information, as well as my hours worked, and days I was in the office, and schedule with them to further troubleshoot.