Pros
The Pro's is it was remote but not sure about that anymore I did get promoted once but I also got dodged a promotion in a shady way as well Easy to call in or take time off without much pushback Technology used is light and flexible which makes it easy to start work and stop work
Cons
Many, main issues are Leadership is an exclusive club, they make decisions and those decisions result in negative reactions from staff and from customers and then they need to peddle back those decisions to cover up their mistakes They have used some shady tactics to avoid promoting or paying bonuses meanwhile pushing productivity to meet metrics, example being they said you need to hit X amount of metrics and you qualify for a new title and raise, but at the last minute a day or two before performance reviews they increase the metrics to a number that less than 1% of employees actually hit and then didn't have to pay out bonuses or promotions, and I know they knew they did something wrong because I was a top performer and still got paid my bonus even though I did not meet the metrics while virtually no one else got paid their bonus except other top performers who also did not meet metrics. They have made decisions that have hurt their customer base and then blamed their technical support team for not pulling off a miracle to meet their expectations of the poor decisions they have made The solution to any problem is always going to be make the Technical support team work harder and take on more responsibility instead of addressing systematic issues in the organization made by the leadership team who won't take accountability for their actions The pay is low compared to other organizations who will ask you to do less and then pay more. I was told I would work only doing chats and then was later forced to do calls and emails, essentially becoming a call center agent, and in some cases, asked to take live calls and chats at the same time, which is just poor decision making from the leadership team, although people can be great multitaskers, that level of expectation is not realistic at any organization, and it is provides a poor customer experience I would say all these things were done to cut costs because the business may be hurting, but during meetings we were hitting new record profits which didn't make any sense Speaking to leadership is a waste of time, this isn't an organization that takes people's ideas and tries to find a solution for them, rather they expect people to stay in their lane, if you see something in production that can create a better customer experience or improve efficiency, it will be ignored because your just a low level peon and directors know what is best One time their poor decision making skills got such a bad reaction, some of their top employees started to leave in short periods of time one after the other and they had to back peddle to convince them to stay by offering part time work with reduced hours because their customer volume was still increasing, the cause of the leave was hearing records profits from leadership, while no bonuses were paid and promotions were denied across the board and new test positions were created where more responsibility was given and promises were made that pay would be discussed for this new role at a later time after 6 months, and then at the end of the 6 months no pay increases were handed out but the work stayed the same with new levels of responsibilities and expectations My advice: If you really really need a job, then go for it, but if you have better options on the table please choose somewhere else, this organization will promise things and then take them away from you, they will describe one role to you and then as the business makes changes will ask you to do something you did not sign up for. Opportunity for growth is quite slow, if your older, I would advise not to sink time into this organization, it will not be appreciated. If you are young and an overachiever and like being abused a little bit, then yes sink 5-7 years here and you might be in middle management but you won't be living life on easy street or anything
