-The training is quite extensive. 8 weeks in total. It's a lot... a lot of nothing. Trainers talk AT you for 8 hours with their 30-100 page slide deck with no other way to teach their material. No activities, lack of creativity when it comes to educating their trainees. People learn different ways, trainers need to adopt several new training techniques, especially for those who work remote.
There was an 88 page slide deck to learn about Alexa, a total of 5 hours. Imagine being talked at for 5 hours straight where the trainer only reads off the slides.
-It's obvious the trainers find the training grueling based on their tone of voice and lack of excitement. Sometimes it sounds like a chore coming from their underlining comments. I don't blame them feeling this way because really, who wants to actually present a 50 page slide deck about heating and cooling? On the flip side, this heavily affects the success of the new employees. Get people who actually want to make an impact.
-Every trainer makes you feel bad about the extensive training process because their experience was: "I got x days/weeks to learn about ecobee and I did fine!". There's a difference between getting in-person training and working along side with your colleague vs working from home, receiving little to no communication from your team, and no hands on training.
-During a Functional Skills Assessment call with my supervisor, my result was around 60%, when on the same call, Quality Assurance scored me at over 90%. The discrepancy does not make any sense.
-Trainers emphasis on asking probing questions when helping customers on the phone but the trainer's only probing questions to the trainees are "do you have any questions?" after talking at you for hours on end. If the content is overwhelming, dense and not engaging, no one will have any questions. There should be an investment on teaching the trainers how to effectively train and educate their new employees.
-Being in the tech support role for at least a year in order to move up or switch from calls to email/chat support.
-$45k salary in today's market is a joke. $21/hr to deal with your own anxiety is not worth your well being.
-Disregarding "anxiety" from the new employees by stating "you'll get the hang of it!". Supervisors & trainers need to be able to decipher this by having weekly 1:1s with the staff to get a better insight on the employee's journey. This shows a complete lack of empathy (ironically, we are taught to have empathy for our customers).
