Daily policy change - Personal Technology Expert Support.com Employee Review

Policy changes daily and sometimes vary supervisor by supervisor. Lack of consistency in the company policy is frustrating and confusing. One day you're supposed to answer the phone one way and then next it's an immediate critical fail if you answer the phone that way. You will change supervisors frequently and the way one supervisor does things is NOT necessarily the way your next will do it. One supervisor will answer emails promptly and treats his/her team respectfully. The next supervisor only sends out communication in order to chastise his/her team and will not respond directly to personal emails. One supervisor will take a call from a customer who wants to speak to a supervisor. Another will absolutely reject the call and require the PTE to make excuses to why the supervisor refuses to speak with the customer (usually irate because of the service they've received). PTEs are not allowed to give any refunds nor do they have freedom to correct any mistakes. If the supervisor isn't in the mood to talk to someone, then it's the PTE's job to take the customer complaint calls-- though we can't actually do anything except make lame excuses or attempt to fix the original problem (good luck if that problem led to needing a reinstall of the OS). If you get a good supervisor-- communicates regularly about changes and recognition, who answers emails and respects his/her team-- don't get attached. In a few months you'll get a new supervisor who interacts as little as possible with his/her team. Less and less lee way to help the customer with basic issues. They pay for a subscription, but suddenly that subscription doesn't allow for certain types of troubleshooting, even if it means to upgrade to the higher subscription. Sales sells the lowest subscription but the customer needs a higher one because of our restrictions. PTEs have to tell the customer we can't help them and they need to pay more money. It looks like the typical bait and switch. Some PTEs will do the wrong work on the lower sub anyway, which makes the customer think they can call and get that same service next time. This creates a lot of stress on those who follow the rules. There are prizes for metrics and attendance-- gift cards or desktop monitors. But they don't offer raises to their best performers. They've eliminated their whole sales force because of money concerns, so we don't expect raises. We're pounded to get the customer off the phone as quickly as possible. Now they offer voluntary time off multiple times during a shift, which causes a backup in the queue. The backup adds more stress to the PTEs who remain, so it's in your best interest to get the time off if you can grab it. Back to back calls from angry internet customers who don't understand why they have to pay for basic support is very stressful. The sales force is now being outsourced and are creating more problems between PTEs and customers. It may save the bottom line, but it's doing nothing for the company's reputation.