Sales requirement in Technical Support Position, Constantly Changing Call Metrics, inconsistent management styles, Strict time and attendance policies, First Call Resolution for phone support is unheard of.
Customers are angry, all the time. I never talked to anyone who hadn't already called at least 3 times previously. Customer appeasement by management leads to inconsistent customer expectations during calls. Metrics encourage a wham bam thank you ma'am approach under which your Average Handle Time will meet expectations but nothing actually get's fixed.
You are offered plenty of Vacation time but being able to take it is a whole different problem. If you dont know about your vacation a year in advance then good luck. If you want to take a random Wed evening off sure thats not an issue... not never two days in a row.
I never once in 4.5 years was able to take all the vacation time allotted to me. I was never able to move out of my position and into higher tierd support or even across departments due to my AHT being 10 seconds outside of Expectation.
Bear in mind I consistently had some of the best Call Quality scores, exceeded Sales expectations regularly, had Multiple Manager recommend me for promotion, received more customer Kudo's than I can count, and never had to call escalations for assistance. Technical Support is by definition supposed to be a loss to the company and what they have created is a system that discourages customers from calling unless desperation (and often crying) sets in.
On the bright side other employers hold a lot of respect if you can do well at this Job. It is an excellent stepping stone in the Call Center/ tech support field.
