Pros
Decent pay Great people and work colleagues Remote work Paid training / ongoing training beginner to Senior (handling API) Different shifts on request (usually mornings)
Cons
Low amount of employees in a small group. Chats/Tickets/Calls can drive you insane the amount of times they switch you back and forth from one channel to another without notice (not even a refresher if you kept doing chats for 3 months and completely forgot phone workflows which are quite different). Even T2 works on calls and they switch channels. They force you to work with tickets almost at the same time you receive inbound calls which is almost impossible to handle and that’s the reason agents pass their ticket to the next one waiting for breaks/lunches/ooo so tickets stay unsolved since nobody works on something complex while handling phones (I personally never experienced something like this before). Obviously this is only happening in small teams like the Irish team which can’t afford hiring more agents and instead they use 1 agent to work on 3 channels, while in USA, they do have big teams who are able to stay in 1 channel only. Not everyone is good on phones or chats, but in this role, high amount of agents prefer chats instead of phones. Since you are dealing with low amount of agents, be prepared of handling high pressure with non stop chats/calls the moment you stay alone during high activity days. You can be working completely alone sometimes or with another 1 or 2 agents, something that was also new to me since I was used to work in big teams. You will be micromanaged by your Team Leader regarding timings and quality. They are unable to implement an automation with a chat bot which alerts the customer 3 times every 2 minutes that the chat will be disconnected if they do not reply back and instead you need to do it yourself. If you don’t reply during those minutes, you will get negative quality points. Doesn’t matter if you have 5 windows trying to troubleshoot a complex technical issue or asking for help. You will get repeated quality advice every month even if you do your best they will always tell you something negative you did in details, many times these criticism is very subjective and you will get negative quality points even if you got a 10/10 and amazing satisfaction survey from those customers, doesn’t matter. Also, doesn’t matter if you have high satisfaction points for weeks and customers love you. If you get only 1 negative survey they will decrease your KPIs and non of your previous positives will matter anymore. You’ll need to gain those again or your manager will have a perfect excuse how bad you did based on those negative surveys. Even if the customer went for lunch and didn’t reply back after troubleshooting their issue and you were forced to end the chat, even if you did what is told but the customer doesn’t like that you don’t have coding skills, you will get negative points anyway! Management is strictly inflexible with any type of change since they follow orders from invisible superiors who we don’t even speak to and agents do not bother asking for a change. I let you judge yourself why more and more agents quit this job out of an absurd burnout completely frustrated in an unfair environment. Good job if you are completely new in this field and want to have a sense of corporate life and it’s nuances and good luck to you!
