Their call handling and monitoring system is extremely flawed and is susceptible to browser and network connection issues daily. Leading to constant harrasment of support agents by the monitoring teams even when you've been typing away at your keyboard. This causes frustration and low morale in support agents as you could be working a case for 15-30 minutes and still get "pinged" for being "idle" or "signed out" when your monitoring screen shows you are in fact signed in. Their only solution to their systems getting out of sync, is to "refresh your browser" which you can do 10 times and you will think you're available still and the monitors will tell you you're not. Managers and Trainers are stretched, leading to poor communication from them, this is not their fault but it can have a negative impact on their trainees and team members. The Support Structure is a mess and Training is overwhelming as SmartSheet has a large number of offerings and they rush you through modules that are not put together well. Then immediately on to complex projects for their smattering of products, that you have very little experience in, requires a large amount of memory/energy to complete and you will rarely ever need to use that experience in supporting the customer as Support does not build out the whole solution for the customer and only provides "break-fix" support. More attention should have been paid to troubleshooting instead of building as Support does not build. Often you are given more than can be completed and often redundant modules and projects. Many often stay after hours "off the clock" to finish their training work. Managers do not micro-manage, but they also dont check in. You may feel left adrift. You are a number.
