Intermedia Exchange Technical Support Engineer Reviews | Glassdoor

Intermedia Exchange Technical Support Engineer Reviews

Updated Feb 16, 2019

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3.4
60%
Recommend to a Friend
58%
Approve of CEO
Intermedia CEO Michael Gold
Michael Gold
2 Ratings
  1. Helpful (9)

    "Still loving it after 3 years"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Exchange Technical Support Engineer in Mountain View, CA
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Intermedia full-time for more than 3 years

    Pros

    Working from home. Highly supportive and enthusiastic coworkers. My manager has been incredible in that if I have an issue, he addresses it, he reviews fairly and keeps the lines of communication always open. I have never had a manager as good as the one I have. Oppertunities for advancement are plentiful IF you work hard and adhere to metrics. The metrics are quite achievable by anyone. I see many reviews stating a cliquish environment. There are two sides to the support environment. One is the business applications side the other is the voice support side. These two teams are as different as night and day. One is helpful and supportive and management always has your back. The other is negative and browbeating and I likely wouldnt last a week in that micromanaged environment where they have to beg to call a customer back. The support environment is moving to an even more tiered system where the front line representatives handle all calls voice and business applications. These would be the simple questions that require little to no troubleshooting. Then there would be the 2nd line representatives where more troubleshooting occurs before heading to the third tier which most companies would refer to as tier 2 support. I have yet to see how this system works for the company. I feel that it would likely handle call volume faster, however it would also put people accustomed to handling voice support into handling the business applications and vice versa. Current L1 technicians would likely be moved to that second tier of L1 support due to their tenure and knowlege of their particular products. Back to the "in crowd" Either I'm a part of that in crowd and I dont know it, or it does not exist on my team. Many people work from home, almost all of the business applications team works from home now, and I believe at least 60% of the voice team works from home. This company TRULY supports the home worker. BUT to progress with the company you have to produce. The company has a VERY lax metric scale and even lax attendance policy in my opinion compared to other places I've worked. There are still a few "slackers" who work very hard at not working. But they are being addressed. Everyone is given many chances to succeed and many resources to help them succeed if they struggle. My coworkers have always been wonderfully supportive and kind. Even though I dont know their faces, I picture their smiles. We share our successes and our struggles with each other. I really feel like I can be friendly with my coworkers even if I cant go out after work for a coffee with them. And this extends into management as well. I feel like I can talk to my manager, and any manager. They want to help you succeed. As for career goals, you need to be able to be flexible. You may want a certain position, however another may come available faster than the one you desired. Management positions do become available but they are few and far between so as an L1 you need to look at a career path that will expand your scope possibly to other departments. They reimburse you for certifications and trainings to help you succeed in your career goals. Certain career paths require certain certifications in addition to work experience and meeting metrics within your current position. Which will take work outside of your work day. It may mean night classes or online courses of study. It may require a day off to go to the certification center to take your required tests. Warm bodies in seats producing nothing to not gain promotions. I rambled quite a bit in the pros here, but I think its best to illustrate there is a difference between the two sides of support as they exist now. One seems much more supportive than the other and the exuberance and enthusiasm of one team speaks to the morale on that team. The negativity and the burnout on the other side is palpable. And this comes from management of that team. The two sides are night and day.

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    Cons

    No matching 401K (come on guys, its the current year, match 401K already, in the bay area it is silly to think that this perk has not yet been given) Morale loss on one side of support Working from home, you need to be able to "go home" from work at the end of the day and leave your job at your job. This happens with all working from home positions where your home is your office. Not being able to physically see management or your coworkers. All communications are handled via email or skype. It is jarring if you have to send your manager an email rather than simply walking to their office. Depending on your manager this can be addressed immediately or you can feel forgotten if you dont get a response. Also putting something in writing can feel more "official" than simply walking to your boss to discuss something. Its just one of those things about working from home and this would happen at any company. Training is short and fast. Its a LOT of information all at once and a lot of the information is dated. They are working to improve this but its slow moving Company moves glacially slow to change things that benefit employee quality of life, but are quick to change on things that can make employee life more difficult. HR feels almost unapproachable. They need to be reminded constantly of an issue or even for promotions the process from interview to knowing who got the position can take weeks. One side of support seriously micromanages time (to the point of monitoring how long people take restroom breaks.... that's a little creepy, I'm glad I'm not on that side) Sales as a part of support. This is a rather new concept to the company at the time of writing this article. Its now required to pitch a sales product on every customer interaction. Sometimes yes a pitch is appropriate but if someone's having trouble with their email connectivity... its doubtful that they want to be sold a phone system or vice versa. The sales goals and pitches feel illogical. It is nice we do get a cut of a successful sale, however we're not notified in any way that the successful sale went through. So we have no clue if we sold anything. I honestly dont believe I've only sold 18 dollars of product in an entire year with successfully leading a sale to the sales team at least twice a week. That system needs a serious accounting audit. But selling as a required part of support feels unnatural and unnecessary. Yes there are cases where a lead is appropriate and it should be made and credited to the L1. However on every call its unnecessary and an awkward conversation. And I'm one of the few who is hitting their metrics for pitching sales. This shows how awkward the conversation is, if only a handful of people can even hit the pitching goal. We're tech support, not salespeople. We were hired as tech support, not salespeople. There is an entire army of sales people who can pitch products. Support should not be feeding them leads and then not credited for the sale Compensation is also low for the Bay area. It may seem high to home workers from other areas of the country where cost of living is lower, but for Silicon Valley its depressingly low and talented individuals are leaving the company due to low compensation. Look on glassdoor for comparable salaries for the area, Intermedia is about 7k lower for L1s and for L2s its much worse. Compensate your talent well. Compensate your high performers well.

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    Advice to Management

    Get rid of the support selling. Allow leads to go through that are natural leads, but awkward sales pitches feels cheap and the customers are likely sick of us pitching phones at them when their email isnt working right. Please for all that is holy match 401k, as homeworkers we receive no in office perks. We dont go to the company picnic, we dont go to the company golf tournament, we dont even go to the company meetings because we're excluded from them to be on the phones. At least give us a matching 401k Also lose the tyrant of a director. They're very competent and aggressive and that's good, but they're killing the morale of one entire department. The other director is kind, open and direct with their expectations and that team thrives and is relatively happy.

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    Intermedia2016-10-25
  2. Helpful (8)

    "Everyone Talented Eventually Leaves"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Exchange Technical Support Engineer Level II 
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Intermedia full-time for more than 3 years

    Pros

    Easy to become top dog because all competition leaves for greener pastures. Good place if you want to coast and collect a paycheck.

    Cons

    Your career will stagnate and the company as no sustainable long term strategy. Also they write obviously fake reviews on Glassdoor...

    Advice to Management

    Treat your employees as humans. Help them advance their careers by offering paths to advance even if that means away from your team. If you offer a good place to learn/grow the talented people will choose to stay instead of jumping ship.

    Intermedia2019-02-16
  3. Helpful (7)

    "I enjoy it a lot"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Exchange Technical Support Engineer in Baltimore, MD
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Intermedia

    Pros

    I've been working for Intermedia.net as a L1 tech support for a little over 6 months now. I am one of the people they've hired who work from home. For me this is a blessing. Home workers are able to work full time, though I was hired as part time. For my area of the country, the pay is definitely competitive. Even as part time for me the salary competes with a full time job in my area. The job for me is not too high stress but it has its moments. If you come onto this company expecting to meander around and not do any work, you're going to be unpleasantly surprised. Call volume is brisk, but you have breathing room which is a plus to me. Definitely enough case closure time after the call. Yes there are metrics you are held to and yes you can go on probation if you do not meet or come close to their metrics. Every job in this country you're held to metrics so being held to a standard is not bad in my opinion. The metrics are realistic. In my case my manager is incredibly supportive as well as upper management as well. They actually apologize when home worker virtual machines had trouble! From the at home call center I came from previously, Intermedia is a dream. Granted that might sound like a back handed compliment but I literally go "home" from work singing the praises of working for this place after working at a virtual sweatshop. This place is a DREAM COME TRUE.

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    Cons

    No benefits (PTO, Vacation, Sick, Holiday) for part time workers. Only benefit is a no match 401K.

    Advice to Management

    Please keep up the good work.

    Intermedia2015-02-03
Found 3 reviews