A job to hold you off until you find something better - Customer Support Analyst Blackbaud Employee Review

- Micro management: Regardless of working remote or not, you feel like you are constantly being monitored and checked up on. If you go offline for a second, you will receive a message asking why and to document that time. - Scheduling: All scheduling is controlled by Workforce Management in Charleston. They will alter your schedule randomly with no notice so you may end up out of adherence without knowing it. Also, if you have to log off front-line/get off the phones for any reason (wi-fi outage, personal, computer reset, etc.) you will have to email Workforce Management every time with the times you were offline. Sometimes they will update this on your schedule, other times they will ignore it completely. - Poor management: Most of the Team Leads in support were very nice and helpful but where there was a customer issue you will usually need to reach out to 5 different managers who all try to hand off the problem to someone else. - Unfriendly departments: Don't expect other departments to help you out if you are unsure how to do something, even if you are new. You will most likely get a snarky response about how you did not follow procedure and to try again without any information on what the correct procedure is. Very common in one specific department. - Documentation: There are so many outdated documents that nobody bothers to update and instead, they will just remove the document. You will also find multiple documents have conflicting information. - Training: You are thrown into a room and told to train yourself for 2 weeks. They also tell you that you still won't understand the product after working with it for a year. How are we supposed to efficiently assist our customers if we will never be able to understand the product we are both using? - The Products: The products all seem like software from the 90's that were never updated but instead put on Life Support by Blackbaud. Customer's will complain and make suggestions on improvements but 9 times out of 10, these will be ignored and the internal teams will mainly focus on keeping an out dated software running for a few more years. - Raises: Almost insulting when you are awarded a "raise".