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It has air conditioning. You have the opportunity to learn a lot of new software. Most of the other employees are nice.
- There are 17 people in the office and yet the internet connection is a 3 Mbs DSL connection. Yet, there are many times whole databases must be downloaded from customer server. Supposedly the $2,500 to have Suddenlink extend the cable modem to that location is too much? - Little to no communication from management, when they do communicate it is mostly bad - No clear guidelines as to what is expected from employees, just that you aren't meeting expectations. - Incompetent customer support manager who doesn't know how to use the software - Management relies on other employees to train new employees because they don't know how or don't have the time. - Salaries are low. - Expected to work 45 hours a week minimum plus one half Saturday a month. - Not compensated for the extra time or the Saturday. - I was hired to be a Microsoft Dynamics GP project manager and ended up being a support tech for their utility billing software. - first month on the job I spent sitting in a cubicle reading out of date technical support manuals and bothering other support techs trying to learn the software. - Customer support manager is a text book micro manager. - The regional manager only comes in maybe once a month to check on things. Other than that he is on his ranch in East Texas somewhere because supposedly "He works better from home." Well, so do I, can I work from home? By the way, how much is that guy making?
Advice to Management
- Move the tech support manager to his own department or get a manager in there that can do more than send out e-mails telling the support techs that there are calls in the queue as if they don't already see that. - Communicate expectations as to how many calls should be closed a month. Set some kind of standard. Don't say an employee is simply not producing enough. - Take an honest look at the more senior support techs time sheets and how they close their calls. There was some padding going on. - Drop the minimum 45 hour work week. It's not the employees fault the company is understaffed and doesn't want to pay to get good people.