Not Worth the Stress for Low Pay and Unappreciative Customers - Tier I Technical Support InMotion Hosting Employee Review

Thank you for sharing your feedback with us. We are glad to be in a position to provide this level of workplace flexibility to the majority of team members and that you found it to be a positive aspect of your time with us. We understand that new team members may not have had experiences in previous positions that were exactly similar to the duties in their new role at InMotion Hosting. That’s why we offer a comprehensive Training program for our new Technical Support team members. Additionally, the Ambassador program within our Customer Success department is designed to help new team members transition after “graduating” our formal Training program. Ambassadors provide answers to any questions our new team members may have during initial onboarding in addition to available resources and the team member’s direct Supervisor. With the remote opportunities afforded to team members, there are sometimes singular instances of interruptions or outages due to local connection issues. During those times, our leadership is available to assist by coordinating the efforts of our Internal IT team, assisting customers to reduce any impact, and following up with company vendors, like ZenDesk, to mitigate any future problems from arising. When our team members are out for any reason, we have processes in place to ensure that metrics are properly and fairly calculated. If a significant amount of time is missed within a pay period, that team member is not held to performance standards as normal. We do have an annual review process to assess the need for changes to base pay and bonuses along with our regular comprehensive benefits review. I’m not sure when you left, but this past year, our Customer Success department implemented higher compensation bands for all positions in addition to our annual compensation review which was based on individual performance. With a goal of providing our customers with exceptional service and support, we staff according to projected contact volume, update internal resources to ensure our team members can efficiently troubleshoot and resolve customer problems, and have processes in place to allow leaders to assist in any way that is needed. Working in a contact center environment can be fast paced so we try to prepare as much as we can to minimize any negative impact to our team members. While your feedback is not what we ever hope to hear, we thank you for taking the time to provide your opinion. Although you are no longer a part of our team, please feel free to reach out to recruiters@inmotionhosting.com if you have any additional feedback.