Yea, that sounds about right. I think I recall being a support rep for trading software in college and I've interacted with those front line workers for a long time now so I have a lot of empathy for them.

They are just people trying to do their job and I don't recall a single support rep that wasn't just trying to do their job well. People are complicated and socializing is hard, especially when it's not in person. What we do is almost always not life and death. We shuffle bits around between computers, we shouldn't take ourselves so seriously. There is no reason people can't be nice to each other in these interactions.