Hi everyone, it's still Jarek here. That is my personal email address I created for the job. I do respond to those emails and I do forward information to LH Labs personnel. The communication within the organization (at least back and forth to me) is extremely hit or miss. I'm trying to work as best I can within the framework/culture there. I'm trying to impart to Larry the importance of changing that culture. We need to wipe the slate clean and start again.
On that note, we are hiring at least one more CS agent, and I personally handpicked her. Nothing is finalized yet, but hopefully by tomorrow night we'll have something finalized. That should speed up the ticket response time a lot. I was actually in the ticket system tonight working for about 9 hours, so we could get a head start on those before she arrives on the team. (again, due to some circumstances, nothing is finalized yet, and there may be a waiting period before she can actually start)