Pros
Good benefits due to being a subsidiary company to The Washington Post
Cons
-Archaic tools that hardly work. The primary tool uses DOS and there is consistently an outage affecting at least one of your tools. The tools themselves are inefficient, bloated, and overall lacking in regards to getting problems resolved. The floor is filled with mostly XP computers with 1gig of RAM and yet you are forced to pull up a minimum of 8 tools just for basic calls. I can't even remember how many times my computer has frozen for 10+ minutes in these 2 years. -Too many things to do, not enough resources to get them done efficiently. There is so much misinformation thrown about on a daily basis, with good reason. It is essentially impossible to find any information required to help techs on calls. All the information is hidden between multiple websites with no rhyme or reason behind structuring them. The in-house search engine is the most horrendous search engine I've ever used, not to mention that there is contradicting and otherwise outdated information all over the place. Getting a tech that actually knows what they're doing is a lottery. The training program is 6 weeks long, but teaches outdated instructions so that when techs come on the floor they will fail QAs for doing what they were taught in training. -QA department is a complete joke. The rubric for grading calls is completely subjective so it all depends on WHO grades the calls. There are no points to hit on or required structue for calls. They call this "freedom" but all it really means is that they can fail you for miniscule and obscure reasons. In order to pass the QAs, techs must first follow the ~100page S.O.P. to a tee. (which changes practically every other week) Techs must also follow QA criterias, which once again are spread all over the place. There are also ~50 talking points which they promote you to word them however you want, but then fail you when they decide (subjectively remember) that they don't like how you worded it. e.g. I recently failed a QA when I told a customer she'd have to call back if her appointment is missed, instead of saying she'd have to "call US back". The people grading the calls haven't been on the phones for 3+ years and mark off for incredibly petty reasons. -Supervisors and TechIIs treat the TechIs like children. It does not promote a healthy working environment, especially when the job itself is stressful to begin with.