Pros
I have been with the company a few years now. When I think back to when I started, I am not sure why I stayed. Now that I did stay, I am happy that I did. End of 2017 was a very challenging time for all of us. We didnt have a manager for almost a year, the software releases were all broken and banks could not figure it out. We had hundreds of calls every day. EOY in 2017 was a horrible experience. I still dont know why I stayed on during that time. About a year ago, Brad Perry announced changes in support and we got a new manager. This past year was also challenging, but huge improvements. Everywhere in the company, stuff is better. The software releases are better. The support we get helping banks is better. We now have a manager and supervisor willing and able to work with us and the rest of the team. We have a new QA manager who helped ensure the releases the past year were better. And most important, EOY 2018 was incredible. I heard last year staff were here until 2:30-3:00am, but this year everyone was done and able to leave by 11:00pm. I know there are still challenges, but we havnt had very many people quit. The new employees go through training that is much better than what I had and I dont have banks screaming at me anymore. Pretty much everyone who was hired this past year is still here. I think that is great. I would say things are looking up.
Cons
Some of our equipment is outdated. Old phone system that does nothing but allow us to talk to people. Phones today can do so much more. Plus, we have to use old wired headsets that are kind of gross. How much are new head sets ? How about wireless? How about a phone system that integrates with our system? The system we use is really old and hard to use and update. Sometimes I dont even know what I need to do that day. We could use some help with our system. Improvements are coming out, so that is good. Reviewed them, but havnt seen anything yet. Some staff have to use win terms. When I was new, I didnt even understand what a win term is or how it works. Well, it doesnt work well. I am able to use a PC now, but newer employees have to use win terms. Not sure why and cant imagine there is really a big cost difference. Lack of experience and knowledge. I am not sure what happened, but somewhere the company did not hire enough people. I think there is a gap between when I started and then when really no one started. I high number of people started last year, so that is good, but they are all new and it takes a long time to learn the system. Plus, the people who have been here a long time and really know the system are on the other side of the building and refuse to help. Sometimes it is an us vs them between support and development - QA area. Development is slow going. Im not sure how long it has been since Insite 8 starting being developed, but it seems like a long time. When will it be done. Having some stuff in Insite and some stuff in Toolkit and between and the banks dont know what is what can be really hard to support.
