Pros
- Most people are very nice and welcoming. - Benefits are standard, but applied right from Day 1. - Most Tech Supports have the ability to work from home now.
Cons
- Salary for a tech support is 43k/year in Toronto. The pay is abysmal compared to the amount of stress and anxiety that comes with this job. If you value your mental health, don’t come here. I’m leaving with PTSD. - Departments don’t communicate. You are trained one thing, only to have QA tell you that it’s wrong and you will have marks deducted from your QA score for it. - Sups use their time to monitor who is on break or a BRB for how long. As soon as you go even a little bit over, they’re messaging you snarky things like “????” And this is even when you had permission from another sup to be away a little more than your usual allotted time. They don’t communicate amongst themselves. - During 6 weeks of training, they keep insisting you turn your cameras on the entire day. I don’t understand this. - They expect you to use your personal time to organize notes from the training sessions. - They let the “best performers” choose the best schedules. Seniority also plays a role in who gets first pick. - The calls are back to back to back. They expect you to write up the case notes while you’re on the call with the customer and wrap it up in 2 min after the call ends. No chance to breathe. - Complete lack of empathy for new employees that only recently finished training and started working on the floor. - IT team talks down to you. One time I had an issue with the phone system and IT called me for a group meeting. Asked me to share my screen. I switched my phone system status to “Do not disturb”, and immediately one of them yelled at me and started berating me, asking if I knew what “do not disturb” meant, and that I wouldn’t be able to receive calls if that was my status. Well, obviously. I am in a meeting with you, so I don’t want to be getting calls, you uppity little imbecile. I was in corporate IT as a network administrator and systems engineer for 7 years. I think I know what “do not disturb” means. Damn, just writing all this out makes me so happy to be out of this place. The micromanaging is just downright awful. They set you up for failure. Oh by the way, they also require you to be in your current position for at least a year before being eligible to apply for other open positions. I outright asked HR, “OK so if I quit, then I could apply?” And never received a response lol. - Also one time, I resolved a customer’s call and they left me a glowing review. The customer called back for another issue, another agent took over my case/ticket, and the glowing review was taken away from me and given to the other agent. Even though the customer explicitly used my name and addressed it to ME in the review. Lol. You can never win here.
