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Dude.... I completely know where you are coming from with this. Ton and Tons of time spent on the phone explaining to tech support  that the tool can do xyz but the rep can't figure out how. Or... better yet, you battle with the account rep and you end up having to explain and write the code for them and give'em step by step instructions on what to tell the person in production on how to execute it to achieve the results you want and have them to read the ticket back to you.

Yep!!!

First Step...

Ask the question, "Sooo... You been with these guys for a while??" Their answer gives me an idea of how thorough I need to be. In most cases, I've been using the tool longer than they have been employed there. Try to be patient but... After the 4th or 5th time explaining my issue, I go to step two.

Second Step...

"Bro!!!! Is your manager there or near by??? Can you please have him to get on the phone with me or look at this." Sometimes, you have to take it a step further but not to often.

I've said it many times, I wish that the vendors  could provide a test of some sorts for the dealers and based on your scoring, that would determine the editing / access level your granted or the skill level of the tech support person you deal with.