There's a lot. So tl;dr, this company has a lot of problems that you can overlook while in your first 1-3 years of employment (maybe). So it's okay to start here, but actively search for other positions while soaking up a paycheck here, only if you have no other options.
- Management hires seem to be based on who kisses *** the most or who has been there the longest, not on actual leadership and motivational capabilities.
- Customer support managers spend a lot of their time micromanaging and nitpicking things that you were not trained on...and then turn around and say they don't like to micromanage...
- Their training and on boarding is basically non-existent. You watch a couple videos on people USING the software, not supporting it, then you sit behind and listen in with someone for a week before they just throw you into calls. After which you'll stumble, and some people MIGHT be helpful, or they'll give you a bad look and make it seem like you're stupid for not getting it.
- Most departments are very disorganized and have very little accountability, while support managers will grill members of their department for issues caused by lack of responsiveness and accountability by other departments.
- Favoritism, as this is a private company, owned by a family that hires all of their relatives. People who are obviously family hires are just treated differently. It's mostly nuance so it's hard to explain it here, just trust me, or go ahead and see for yourself.
- Lack of mobility. I saw people work their butts off in a position they've been in for a couple years, to finally get a position that they were promised at conclusion of year 1.
- IT department is slow and unresponsive to issues, while barring IT SUPPORT ANALYSTS from helping with their own problems. This is just silly and unprofessional. You should have confidence in your recruiting process that you have quality people who know how to do basic troubleshooting. I mean I had problems with Windows Updates appearing from the very first day I started until the day I left. It was just unacceptable...
- No real knowledge base to build your knowledge on the product from. There are some Word Documents on a sparsely managed Sharepoint site that really don't provide much substance. They had recently just started doing "training's". But again, they just walk through functionality of the product, they don't teach you how to troubleshoot issues with the software.
- Only 10 days of vacation per year, and you're limited in the amount of time you can roll over.
- Company is losing customers and discontinuing things like department dinners, which shows the kind of trend they're on right now.
- Tier 2 support analysts are either difficult to communicate with because their accents are so heavy, or they consider themselves too important to talk to you as a tier 1 tech, and you instantly feel that vibe.
- I once witnessed someone in management make a scene by reprimanding someone loudly about taking a 30 minute break for BIBLE STUDY. It was difficult to watch, and shows just how disrespectful and unprofessional they can be to their employees.
- There's rarely ever open forums for ideas. We had ONE departmental meeting during a whole year, where people obviously had ideas that just weren't being heard in the normal environment.
There's more, but honestly this should be enough to give you an idea of what you're getting into. It's bearable for a certain amount of time, at which point you'll want to begin searching for better opportunities.