Long hours, little pay, and the customer always wins over the employee
Pros
The product this company produces is truly a very good product, and as an employee I was proud of the work I did. Everyone that I worked with was genuinely wanted to help the clients as best as possible. Collaboration between employees was great
Cons
You will be paid well below market rate and be expected to work anywhere from 50-80 hours a week. They are incredibly understaffed, so the moment you sit down in the morning you are already behind. They simply do not have enough level 1 technicians to take the amount of calls they receive on a daily basis. In order to play catch up management will constantly ask employees to work through lunch, or stay late, sometimes both. Management during monthly meetings will put on a face and say they want you to take breaks and not wear yourself out, but all the other days of the month they will be pressuring you to work more and get more done. They will say over and over again that they are hiring more people, and it will get better, but it never does. If you work in level 2 or level 3, you will be expected to work nights and weekends on a regular basis. They do not have any sort of off hours employees to handle work that is required to be done during non-business hours. They will instead force their level 2 and 3 employees to do this. You will never be compensated for your overtime, even when it approaches 80 hours. The fact that they claim one of their core values is "work life balance" is so sad it's almost funny. There is no room for growth. When you are hired they will tell you to knock our certs and you will get promoted in 6 months or less. The fact is that even if you get certs, they will tell you that you aren't ready yet, and hire someone else to fill in a spot that opened up from their massive turnover. On the off chance you are one of the handful of employees that gets promoted, you will receive no raise and no bonus, only extra responsibilities. There is no diversity here whatsoever. It is a group of conservative white men. If you are a minority I would not advise working here, you will hear racist comments, and HR will do nothing about it. If you are a woman you will hear sexist comments that HR will do nothing about. I would not advise working here unless you are comfortable with hearing about conservative politics and how great donald trump is on a daily basis Turnover at this company is massive. I have never seen so many employees get fired over so little. In 2 years, they had fired approx 25% of the company and replaced them. You have no job security here. Despite all of this, the worst part of this company is the management. The management works under a style of intimidation, and a "customer is always right" attitude. If you receive a ticket from a client asking you to do something and you do it exactly to the letter as the client requested, if that client calls and complains that it's not right (even if it is and you can prove it) Management will come to your cube at yell at you. They will not ask you for your side of the story, they will not care if you can provide proof you are right, they will raise their voice and yell at you. They will insult your intelligence, your qualifications, and threaten your employment. They will also yell at you and threaten your employment for a myriad of other things. They are huge sticklers about timeliness. If you are 1 minute late, they will pull you aside and ask for an explanation, and then yell at you no matter what it is, despite them having no problem keeping you late for unpaid overtime. The management simply does not care about their employees, they only care about the client. You are replaceable, they will work you until you can't take any more, you will either quit, or they will fire you and find someone else.
