Xactware Solutions reviews

• Morale is extremely low. • Cross-department communication is average at best. Support is last to know about things. Even communication within the department needs improvement. • New technicians are hired through a temp agency and are not eligible to receive monthly bonus for at least 6-12 months • You are always at fault for poor customer interactions, regardless if you are really at fault or not. • Meeting service quality requirements is impossible with the workload, and low scores will affect your monthly bonus. There is no consistency in the grading process. • Nepotism is at work in the company, including the support department, and has a negative impact on how the department is run. • Raises do not keep up with the cost of living. • Ideas on ways to improve the department are not considered by management. • No Team Meetings • Products are released to the public before they are ready. • There is minimal training on new products, yet we are expected to support every feature. • Over 18 individual products (each with hundreds of details) we are expected to remember and support with minimal training. • Support department is not trusted to do their jobs, and most issues related to some products have to be escalated after lengthy calls/chats. Tools to resolve some issues are limited to senior technicians and managers only. • Inadequate positive feedback from management; even if there is, it feels obligatory • Small mistakes are not acceptable, even if the mistake is caused by another department. Support department takes the fault for everything. • Technicians are expected to take 3 interactions (chats) at one time. • Policies and procedures are setup in a way to make level 3 technicians fail. Level 3 technicians are expected to be on call 24/7 on a rotating schedule. • The pace of work is incredibly fast. It doesn’t slow down. It’s mentally and physically draining even for someone that has been here for years. • Management gives the impression, ““Even If You Give Your All, Nothing You Do Is Ever Good Enough”

If you are interested in feeling like you are an expendable headcount, apply now. If you are hoping to be demoralized by management (they are just an extension of a hive mind from the top down), apply now. If you would to sit at attention all day trying to juggle 3 customers and 3 chats without direct tools to help customers, apply now If you love to be evaluated by people who haven't done your job and to never be trusted to utilize their expertise to make judgement calls, apply now. If you prefer to make suggestions that could benefit that company, only to be ignored as you are not 'management', then later have management come out with a new idea as though it’s their own, which was the same as your suggestion, apply now. If you don't mind being expected to work through lunch or look down upon, apply now. If you enjoy working in a department ran by fear, apply now. If you prefer to feel like you are never good enough, all accomplishments you achieve were expected to begin with so they are not accomplishments at all, apply now If you don't mind only being told how you can do better, no matter how hard you work, apply now. If you think that your individual skills and capabilities should never be utilized because you are applying for a call center and you should not expect to be seen as anything more than an interaction conveyor belt, apply now If you would like to work for a great company that has several employee development programs and opportunities, except for this department (technical support), apply now. If you wouldn't mind working for a department where that believes in running things as if it is the 1980's, and they would rather spend an entire day trying to figure out who would complain rather than fix the issue, apply here. If you don't mind being seen as just a number, and not human, apply now.