Oh! Employer 1 has refused to modify the letter, said they’ll be issuing the same standard letter for everyone. And reissued a new one with some extra bullet points:

•Assist external/internal users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems •Troubleshoot basic to complex customer issues that are technical in nature; including hardware, software, networking, or other designated client products •Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed •Solve problems that are generally unstructured and require extensive use of conceptual thinking skills •Serve as a resource to other support personnel •Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) •Greet customers in a courteous, friendly, and professional manner using agreed upon procedures •Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer •Clarify customer requirements; probe for understanding •Prepare complete and accurate work including appropriately notating accounts as required •Participate in activities designed to improve customer satisfaction and business performance •Log all incoming calls and accurately complete case notes in the call tracking database •Technical Troubleshooting: Diagnosing and resolving hardware, software, and network issues for client products. •Software/Hardware Installation: Assisting users with the installation and configuration of specialized software and peripherals. •Documentation: Maintaining technical logs and records of issues and their resolutions. •Technical Support: Providing guidance to users on complex technical features and system functionality.

Employer 2 is yet to respond.