Support Department Is Changing For The Worse
Pros
-The biggest Pro is the campus. Great location, great lunch spots close by, and very clean. -There is no overtime. This can also be considered a Con since the position does not pay very well.
Cons
The Customer Support department is so isolated from the rest of the company so the following critiques really only apply to the one department. -First, see the above sentence. The rest of the company goes to every single Town Hall meeting. Support does not. The rest of the company participates in holiday festivities and one-off activities. Support does not. People in other departments have actually suggested that the company move support out of the main campus and to another building. Many employees in other departments do not see you as being a part of "the team". -You will be looked down upon by some people in other departments. Some developers look down at you because they think that you are stupid and some salespeople look down at you because they think that you are poor. The salespeople are correct. -Low pay. The support agents that got hired before the acquisition made ~20% more than those hired after. It would not surprise me if it has dropped again. -YOU PERFORMANCE MEANS NOTHING. In a position where management hounds you about your call metrics it is really surprising that there is absolutely zero incentive to work harder. This also means that if you take twice as many calls as an agent that got hired before Vista, then congratulations, you're doing twice the work than an agent that makes ~20% more than you! -The main Con about Support is the restructuring by the new management. The department is being turned into a typical call center like you would expect with Verizon Wireless or a similar company with awful customer support. This includes removing tools in favor of standardization, implementing unnecessary process changes, and ignoring feedback from support agents. There was a meeting where the new management specifically asked for support agents to create a list of questions to be answered at the meeting. Every single question about pay, low morale, the removal of tools, broken processes, and the false promise of career growth was ignored. The management said "we will answer the rest of the questions via email". The next day we got an email with complete non-answers. For example, the new management implemented several process changes that actually increased call times and customer hold times. A question was asked if we could revert the processes back to how they were. The response in the email said something to the effect of, "change is hard but you will get used to it". With the above being said I would still work at this call center if I absolutely had to work in a call center. It might be a nice place for a new-hire since they don't know how well the department used to be run, and ignorance can be bliss.