- Work/Life Balance
- Career Opportunities
- Comp & Benefits
- Senior Management
I have been working at IPowerWebRecommendsDisapproves of CEORecommendsDisapproves of CEO
The company has extremely flexible work schedules, which makes it great for local college students. The low level managers recognized talent and promoted smart techs. This led to an efficient higher-level support team.
Upper level management moved support into a model of sales-support. There really has never been a worse idea than trying to upsell to angry people who don't feel like they got their money's worth from you in the first place. It's one thing to recognize the sales of techs when they were necessary to solve a problem, but letting go of techs who are good problem solvers who didn't meet a sales quota is a poor business decision. Ultimately, the quality of the support team suffered, and employee churn in the support department accelerated.
Advice to Management
De-emphasize sales-support. Get techs who know how to quickly solve issues. It's rough to implement low call times on front line techs, but if that's what it takes to select the cream of the crop, that's going to be the smartest move. The techs who can recognize patterns quickly are going to be the techs who are going to satisfy the most customers. The more satisfied customers you have, the fewer people you're going to have to hire in retention. I just wish that upper management would've understood that.
Getting an Interview
Getting an Interview
- No OfferPositive ExperienceDifficult Interview
The process took 2 weeks – interviewed at IPowerWeb (Phoenix, AZ) in March 2011.
I was first called after submitting an online application for the position. This consisted of a basic phone interview with your standard customer service and sales related experience questions. After this I was asked to come in for a in-office interview. I was interviewed by 3 different individuals, one after the next asking a battery of questions about my previous experience related to the job. About a week later I was sent an email explaining they had filled the position with a more qualified candidate.
- Tell me about a time you had to diffuse an angry customer? Answer Question
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