Pros
Benefit package including PTO and maternal and paternal leave. However heaven forbid if you use disability because Unum insurance is the top worst Insurance companies and their job is to find a way to not pay. Also, most of the employees that were team members were good to work with. There are always some employees that did not pull their weight, but that is probably anywhere you’d go for work, it’s easy to spot them. I did like the remote work from home aspect, even though they wanted employees to come back to work. They kept changing their mind on that.
Cons
Besides the disability insurance being a joke, TR was decent with all the normal bureaucracy BS, until Ann Arbor, MI office took over certain teams in Carrollton, TX. They fired all middle managers and brought in all managers from MI. They tried hard but also decided to lie to teams to get what they wanted. Bottom line they forced more products to be supported on an already full plate of support reps. I was one of the reps they lied to and then they consistently instigated about 5 different metric systems over my 17 yrs and for 15 yrs I consistently got really good reviews until once they implemented the worst metric system and performance reviews. Which they changed the perf reviews to coincide with whether or not an employee would get raises or not. When an employee does not get raises especially when they work their butt off, literally ruins a good Employee’s morale. I have also experienced a horrible experience trying to advance my career within TR, I always thought I’d retire from there but, I got very few invites to interview for jobs, I was qualified for. The salary was less than the market for Technical support roles and we believe it was because the Human Resources dept put technical support roles under the Customer Service job listings. Therefore the pay was way less than they should have been. The supervisors must not have enjoyed their roles because once they fired mid level managers the team leads were slightly promoted. Our team ended up having 6 different team leads. This was frustrating on several levels. Good for them for leaving or being promoted whichever the cases were. Again, this was all started due to Ann Arbor taking over, TR life as we knew began to suck really bad about 5-6 years ago. Layoffs tend to happen in the corporate world, but when they terminate a Director by turning off their security badge and not sitting them down and tell the person in person, they are getting laid off, is just super chicken crap. That Director had over 25 yrs with TR and TR was their life. I felt bad for this person. It just shows the mentality of the Corporate beast at it’s worst. I gave 17 yrs of my life and began to hate it when a middle manager lied to a group of support reps. I tried to make the best of it, but it just seemed to get worse after that. I am so glad I’m no longer employed there and found it to be so toxic for me. Every year TR would try to hire enough staff for tax season but ppl would always leave due to all the BS. They would never hire real tax professionals to support Tax software and I’ll say that CPA’s that call in for support get frustrated with reps that don’t know anything about taxes or the software. Such an injustice to their customers ! To top off hiring about 100 contractors almost every year, the management still forces overtime on everyone. Also when Ann Arbor took over they implemented another process for PTO requests which became a nightmare. I’m sure I’m not the only one but EVERY time I put in a request or emailed a request I had to follow it up with 1 maybe 2 more emails. It just seemed exhausting. At this point they no longer respected tenure and seniority no longer mattered, when you put in for time off. They consistently denied PTO and again causes bad morale. In the end the only way to get raises is to learn more products to support on top of a full load of products to support. TR is big on buying up companies and integrating them into their corporation. They also began outsourcing customer support to Manila and will say they seem like good people, but they were clueless on the products even after a years time. They tried hard but customers were frustrated with the level of support they were getting. I’d highly suggest to NOT try and work there They would send out surveys to ask employees what they thought about things but in 17 yrs I never saw anything get better except for the outside landscaping and walking track. I stopped answering the surveys about the last two yrs I was there, they were a waste of time because management is going to do whatever they want or need to do