They over work you with all the updates of the system but they never like to share it with the rest of the employees. They like to hush hush. They only tell the team leads and supervisors. Then when system breaks down, we’re lost and don’t know the process. Hence, that’s why support department is bad.
A lot of political opinions, favoritism. False hopes with “changes”. They never care about this department. This department is where we get all the yell, frustration of paying customers that uses the software. No appreciation. No moral. No more motivation. That’s why great employees started to leave.
Moving up is always up to them. There’s no equal opportunity when you want to apply for the role you want to move up. They will still pretend to interview internal employees sometimes, but they already picked the person who will be in that role.
Also if they offer you a position, they will make a promise that you will get that position just for you to stay longer but eventually they will give it to somebody else and then they will tell you they have a better position for you.
Raise is based of evaluation, but it’s impossible to meet those criteria when tickets that comes in are too much where your bucket will be more than 200+ tickets on top of that you have to answer incoming calls too.
For the low hourly rate, with that kind of work you have to do, it is not worth it. When you say technical support, you are only supposed to help customers with their technical issues in the system. Not helping them how to do the customer’s jobs (creating invoices, creating schedules… etc. etc.). On top of that, they do not want to hire internal Client Success Managers that knows the system well. They would rather hire external and whatever issues the customer have they will just throw it in to Support. I don’t get it. Like where’s the customer assistance there if a client success manager is clueless.
Support does not get any bonus or incentives unlike other departments. Even the days that we can leave early when we everyone leaves early.
They said they will pay for your unused PTO. Kind of misleading. Come to find out, they will not because of the state that I live in. They could pay us, but they chose not to. Imagine the years that you are saving the unused “PAID” time off and just goes to nothing. You dedicated all your hard work to this company, and they end up not paying your PTO. Frustrating.
