Ok, I'll bite.
The "better" one. Frack. A dime a dozen in tech supprt. Sorry, dude, but the reason your career didn't advance is because you didn't have the people skills to climb the ladder.
Ahh, people skills. The fine art of "talking to the right people at the right time", also known as kissing ass in plain english. Some people are just not that much inclined to do so.
Also, I guess you've never worked at a large-ish techsupport department or company? If you are a highly skilled guy helping thousands of noob^h^h^h^h customers, management (ie. the guys you would unleash your "people skills" on) are going to do everything they can to keep you in place. That means no career moves. That means that after about a year or two, three it's time to move on. As the article states!
How many of us here have done tech support as a full time gig? I bet the show of hands is impressive. How many realized it was time to move on, not just from the job, but from the "customerz R teh st00pitz" attitude as well?
I think the article represents in no way a "customerz R teh st00pitz" attitude.
The guy simply states that in about a 1000 calls, there are a lot of unreasonable and unfriendly people, and that this will get to you sooner or later. If it doesn't you're either a robot or BOFH. In the latter case, you really shouldn't be in techsupport.
No? Haven't figured that out yet? Enjoy your time in the middle.
Right, "people skill" yourself up to what? higher class? Jeez.