Good, but on a downward trajectory - Customer Service Representative ecobee Employee Review

Support and the rest of the company are in two separate offices and it shows. Very little communication between the two, with Support receiving little to no notification of important product updates/changes needed to do our jobs properly, resulting in longer-than-needed ticket resolution times and frustrated customers and agents who feel useless because we weren't properly informed of significant product/UI updates. Getting vital information from the development/product side of the company feels like pulling teeth, yet it is integral to offer our customers proper support or our products. Many agents are trying their best to resolve ongoing issues with our products, but many of these issues involve intervention from the development teams in the other office, so many of us feel powerless and have to continually apologize to customers for issues beyond our control. One particular issue still shows no signs of resolution (I won't say what it is but anyone in support knows EXACTLY what I am talking about), and we're powerless to do anything about it except take the brunt of complaints from our customers and pretend there's anything we can actually do about it since we're the face of the company. Overall morale in our department has been very low for the past 6 months and shows no signs of getting better. There's a positive culture here if you look at a surface-level, but we're inadequately staffed to the point that work-life balance is not possible (it's encouraged, but is practically impossible given the current workload). There is no feasible way to get a week's work done here anymore without playing catch-up at home and risking burning yourself out by working through your weekends. Customers are frustrated by long wait times and take it out on us. We're put in a difficult position where we have to explain to customers that we need them to call back and wait in the queue again and many customers are highly resistant to this.