Terrible management, most employees lack technical knowledge, lack of appreciation from company
Pros
The only pro to this job is the fact that you can work from home
Cons
-Terrible communication skills from supervisors, they do not have the skills needed to give their teams the feeling of being a family -They will stiff you out of overtime pay, and trying to get it paid back isn't worth it because all communication is email and filing tickets - The company hires people who lack technical experience, if you can google a problem, then you are in, and when these morons mess up a customers pc, they put the already angry customer on hold and transfer them to another technician who has to try and fix their messup, and who gets in trouble for fixing the issue and making the customer happy? the person who fixed it because they spent more than 17 minutes on the ticket. - Customer satisfaction is not their number 1 priority, which it should be considering people actually dread calling in for tech support because they are transferred 4 times before reaching someone that can possibly help them - I have people who love to talk to me, actually want to request me for their issues, they want to talk to my supervisor and let them know how great I am, but I let 1 customer do this and I got in trouble for it, so we never get any kind of praise for the work we do, which saves a lot of customers from leaving the terrible service of what cable company they have. -we are to follow a flow, however, we supposedly don't do script reading? -The best feeling is where a customer is happy with the service provided, but as i said before, the credit is never allowed to be given to where the credit is due, and that sucks - Supervisors are too concerned with meeting metrics and goals,and not customer satisifaction - Supervisors are rude and inexperienced in managing teams, communication skills are lacking severely
