Pros
Decently good salary for a first-time job/entry-level role, especially by Texas standards Good coworkers for the most part Good job if you're okay with making a career out of phone support.
Cons
Niche target demographic. You will be dealing with doctors and people who aren't concerned about being tech-savvy but have high expectations of you. Felt like the support department does not get treated as nicely as others. During my time, it felt like there were no career opportunities to move up or laterally to another department. Lower- and middle-management painted the idea of "the longer you're here, the better we take care of you". Bad handling of server-wide issues. There was about 1 outage per month in the 4-month span I was working here, and the handling process was bad. Basically, just tell people we are aware of the issue and go on to the next. I understand there isn't much that can be done on the support end, but at least implement methods to try and mitigate the damage of these interactions. It also goes to show that at the time, the company's CEO and the owner was more focused on selling the company and getting as much money out of it as possible, as opposed to fixing issues with their product. Bad benefits. Company does just about all their hiring through staffing companies. Not only that, they don't give benefits until after the first 90 days of an employee's tenure. So basically, you would be working 3 months as a temp before you're hired on as a full-time employee, and then another 3 months before your benefits kick in. That's 6 months of work where you're not insured/have benefits, and 6 months of work where you're not even accumulating PTO. Let that sink in. Management asks for a lot, and offers very little in terms of compensation, and raises. They brought up that for each tier you're certified in, you will get up to a $1/hour raise. They didn't clarify that each tier has about 5 different certifications that you need to familiarize yourself with, and can take weeks at a time to fully learn and master. The only time you really have to do this is with a training specialist, or on your own time. They also won't give you that full $1/hour raise and will try to undercut you, citing that "it's impossible for any worker to be perfect and meet our expectations." Why have expectations if you don't expect anyone to meet them?
