Pros
• Really good benefits (medical, dental, 401(k) matching, affordable legal plan) • Extra perks for working voluntary OT during hurricane season depending on severity (read: 2017) (gift cards, extra PTO days) • Monthly performance bonus
Kontras
• Morale is extremely low. • Cross-department communication is average at best. Support is last to know about things. Even communication within the department needs improvement. • New technicians are hired through a temp agency and are not eligible to receive monthly bonus for at least 6-12 months • You are always at fault for poor customer interactions, regardless if you are really at fault or not. • Meeting service quality requirements is impossible with the workload, and low scores will affect your monthly bonus. There is no consistency in the grading process. • Nepotism is at work in the company, including the support department, and has a negative impact on how the department is run. • Raises do not keep up with the cost of living. • Ideas on ways to improve the department are not considered by management. • No Team Meetings • Products are released to the public before they are ready. • There is minimal training on new products, yet we are expected to support every feature. • Over 18 individual products (each with hundreds of details) we are expected to remember and support with minimal training. • Support department is not trusted to do their jobs, and most issues related to some products have to be escalated after lengthy calls/chats. Tools to resolve some issues are limited to senior technicians and managers only. • Inadequate positive feedback from management; even if there is, it feels obligatory • Small mistakes are not acceptable, even if the mistake is caused by another department. Support department takes the fault for everything. • Technicians are expected to take 3 interactions (chats) at one time. • Policies and procedures are setup in a way to make level 3 technicians fail. Level 3 technicians are expected to be on call 24/7 on a rotating schedule. • The pace of work is incredibly fast. It doesn’t slow down. It’s mentally and physically draining even for someone that has been here for years. • Management gives the impression, ““Even If You Give Your All, Nothing You Do Is Ever Good Enough”