When I started in this role, it was a customer support role which included some calls here and there, mainly troubleshooting via email, holding live demos, writing FAQs - it encompassed a lot, but you wouldn't burn out as the job was so varied, and you felt you were genuinely helping clients and making a difference in their day. The clients were really friendly and grateful and you would build friendly rapport with them; it was a genuine pleasure to talk to them.
Now, the role is essentially a complaints line.
This is due to the software itself going downhill due to poor management. Most of what we do now is deal with clients on the phone who are extremely frustrated because they've either been forced into a much longer contract in a non-transparent way by sales, or they've been lied to about what the product does - or, frankly, the product just doesn't work, because all resources have been moved away from the product.
The worst part is that you will sympathise with the clients and be just as frustrated as them, but you have absolutely no power to change anything - that, or, the client will take out their anger on you. My team and I tried for years to make some change, be the customer's voice, get someone to care - eventually becoming disillusioned when nobody would listen, as they were still making enough money that it wasn't a problem.
A lot of management has failed upwards, in my opinion. Very few opportunities for development, even though this is one of their biggest promises. If you're starting in a higher role though, you might like this company, as it seems they will invest more into you.
In general, my impression is that the company is solely focused on buying out every competitor. Instead of investing in its people or its existing product, it invests in more and more companies, with a laughable acquisition process that will leave the new teams lost, and most people from them will leave soon after they are acquired. If you expect to not be able to make any change, but want a stable position even though it's with unhappy clients, then you might not be as disappointed as I was - perhaps their biggest improvement would be to manage expectations for their acquisitions.
