Most support agents read from a script. I actually fix the problem and that's the difference between a customer who leaves a bad review and one who buys from you again.
For nearly 3 years, I've supported U.S.-based customers in a high-volume call center, resolving 50–100 technical, billing, and account issues daily. I was recognized as Top Agent for consistently high CSAT scores, not for speed alone, but for actually solving things and making customers feel heard.
