1. You pay for your benefits now 2. Before they sold and went private this was an amazing place to work at. Pay sucks. You are undervalued. If you are a brown-noser you'll have a shot. Management is all over the place. Upper management does not keep their word on anything they say. They change the rules around how they please. If you are an L1 Support and meet metrics raises are good over a dollar. If you become an L2 agent you are overworked and micromanaged. L1s could actually make more than an L2 Support agent, so if you promote and you are making their base pay you get a promotion with no raise included. For example, if you were making 21.40 as an L1, the base pay for L2 is 21.80. You were promoted to the position for 20 cents (Congrats on the promotion). At the end of the year in February when you get your merit raises and started your new position halfway through the year. Giving your heart body and soul to the work-hard escalated cases. You get less than a dollar raise as they disregard you were a top agent in your previous position and have dedicated your time to the company for x amount of years. 3. There is no longer unlimited PTO. Peak seasons suck (August - October) are the worst and (Jan -Feb) is not too bad. Blackout periods 5. Mandatory lunches, you need to start work 30 minutes before or after your shift. 4. L2 Support Department will not backfill agents that have been fired or promoted. Giving their current agents more work with no extra pay or incentives. 5. L2 agents don't get a bonus, you have to draw from a list of L2 agents you think deserve the raise. 6. You get a $10 Amason GiftCard for working a lot during peak season, your birthdays, or anything they deem as special. Woot Woot 7. Dim the lights, all higher management/ other departments that are not Customer support, have off from Dec 23- January 1st. If the 24th/31st falls on a Saturday you will work it if you are scheduled, weekends don't count as a business day. You must volunteer to work for Dim the Lights as a support agent. All Customer Support departments make their own rules for their teams. 8. Any new agents promoted to supervisor roles have the company man mentality. If you happen to get a newbie sup, get prepared to be micromanaged. 9. They need better training, Documentation is broad and vague with minimal examples. you need to research what you need or get belittled for not knowing something. We don't all learn the same. 10. Outsourcing, giving direct agents more work for their messes.
