Pros
Okay work/life balance Okay pay for the area (way under market for the position)
Cons
During the pandemic the company had 'concerns' about income so they laid off a bunch of people, furloughed everyone else for 2 weeks, stopped bonuses, raises, and 401k matching for over a year. During each all hands meeting they bragged about how much they were making and ended up buying another company during this time. They eventually gave everything back but they acted like they were doing us a favor. No back pay and no raises/small raises despite high inflation means I now make less then i did when I started here. Beyond all that support is expected to work every sort of case and take inbound calls as well. I've never worked in a place that had so few teams to handle different products. They just kind of expect you to drop everything to handle inbound calls instead of just having a team to do that. The issue is you can get a call for something you've never even had training on and very commonly something that you haven't touched in ages. People saying the benefits are good must have been older employees. Health insurance is expensive and it's not very good at all. They are trying to push as much support to India as possible while people in the US are leaving in droves. We've been understaffed for almost 5 years now. My guess would be that in the not too distant future NAM will only be working disaster cases and management will be wondering why everyone is so burnt out. Word on the grapevine says that they are going to bring back the 'push' model where someone in Customer Service just randomly assigns cases to you. These people have basically no technical knowledge so they don't have a way to determine how difficult a case is going to be (not their fault). This was a disaster the last time they did it and every really hated it. It was impossible to plan anything during your day and it's just going to make things even more difficult to handle in coming calls. There is a big push to move everyone back to the office despite COVID still raging and doing the job remotely for 2 years. They cite 'collaboration' as a reason but the people that need it most are our Pune colleagues so yeah... I'm guessing someone has buyer's remorse for the 30 year lease on the building.