Star Trek: The Next Generation Season 7 episode 26 - Technical Support Analyst HCSS Employee Review

Management. After the sell out to Thoma Bravo, that sweetened the deal for anyone above a team lead position, the entire company went belly up from what it used to be. There used to be a emphasis on the human side of providing a truly wonderful customer support experience, now they push metrics so hard that their best employees on the support team are jumping ship. At one point it was getting so bad that I had a former co-worker come to me seeking to vent about how management blamed them for taking a mental health day because of the workload that was put on her stemming from their lack of manpower in the support department. Management also does not take responsibility for its mistakes but will come down hard on the every day worker. I saw multiple instances of promotions being revoked or denied because of bad management. One particular worker was at HCSS for almost 7 years before being promoted because they were too good at their job in support and losing them in support would have dealt a heavy blow. When that person started voicing their frustration they were written up and put on a performance improvement plan rather than getting proper support from management. Another example of being "about the numbers." The software is so old and written in .vdf You read that correctly, .vdf If you've never heard of it its because its so obscure and HCSS is the only company that I know that uses it. This is not a transferable skill. If you're a developer good luck on trying to climb the ladder here. The support has to be superb if your product has that many issues.