Intrado Technical Support Representative Reviews | Glassdoor

Intrado Technical Support Representative Reviews

Updated Sep 1, 2016

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Found 15 reviews

1.7
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18%
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Intrado CEO John Shlonsky
John Shlonsky
0 Ratings
  1. Helpful (3)

    "With a 140% attrition rate - you think they would make changes to stem the exodus"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Technical Support Representative in Spokane, WA
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I have been working at Intrado full-time for more than a year

    Pros

    - Need a job? They'll probably hire you, no matter your experience - Management really does work to keep enthusiasm up and to make the experience as pleasant as possible - Can pick up overtime to help offset the low pay

    Cons

    - The rate of pay is ridiculous for the amount of experience you need to gain to do your job well. The research materials are obtuse, contradictory and often incomplete. It isn't until you gain personal experience with each device/system that you become worth anything to a customer. - Breaks are limited to 10 minutes each and a half hour lunch break - woefully inadequate for a high stress job like this. -... Continuing training happens only after the fact. New plans and programs often roll out without notification because you do not train until the call floor is slow. I have often gotten necessary policy training 3-4 months after I should've received it. - Bonuses/raises/ are based on metrics that may or may not have anything to do with your abilities, such as your ability to overcome a customers objects to the contract company as a whole. 99 times out of a 100, low scores often have no notes, giving you nothing to work on - While they have a benefit program, they also make it as difficult to enroll as possible. No mention is made of the open enrollment, so hundreds of new employees miss it and they give you no paperwork to sign up, only a website that may or may not send you the employment packet in time. - The people who are advanced are often people who have the least experience and least knowledge, which stifles training for everyone - If you're going to quit, make sure you don't let the company know and leave on the day you would've quit anyway. Management are under orders to look for reasons to let you go, even if it's something that they wouldn't have cared about prior to your resignation notice. If you want extra scrutiny and to be treated differently, please do send in your notice

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    Advice to Management

    If you only get to keep 3-6 employees out of 30 hired every three months, maybe it's time to seriously reconsider your company culture. This town only has so many people, you're going to run out eventually.

    Intrado2013-07-22
  2. "Decent"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Technical Support Representative in Reno, NV
    Doesn't Recommend
    Neutral Outlook
    Approves of CEO

    I have been working at Intrado full-time for more than a year

    Pros

    Fun team dynamics. Flexible hours. Good management.

    Cons

    Training isn't extensive enough. Not much room for advancement or raises

    Intrado2013-07-09
  3. Helpful (4)

    "Advancement is a total joke"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Technical Support Representative in Reno, NV
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at Intrado full-time for less than a year

    Pros

    You get to help people with problems, thinking outside the box is often required because no amount of training will prepare you for actually taking calls

    Cons

    $11.00 an hour is an insult. Back to back calls, then you have someone sitting at a computer monitoring breaks and lunches, you could be on the phones 4 or 5 hours if you adhere to these. A subject matter expert (SME) position became available, I applied with a paper application and resume attached, more than two weeks later I get emails from all the supervisors congratulating the three promotions, among those... emails was one thanking me for my interest and to apply again but I did not meet min qualifications. I wasn't the only one. No interview or anything. They had the people they were going to promote and put the position on the site only as a formality. I worked Fed Ex ground for over 5 years and every position I applied for I was interviewed for, even the ones where I was not even in the running. Basically unless you are dating, sleeping with, or are related to the management (or are in with them like thieves) you don't get promoted. OH, make commitments to call customers back to finish troubleshooting or to confirm you fixed the issue, and this is what you are met with... asking permission (sometimes from only one person) to call back, if you don't meet your commitments, west gets fined as att wants us to call customers back. But to west the person in que is way more important than the one you've been calling back nearly three weeks to get him a working phone. Yeah, they get paid by how many calls we can process every hour (called intervals). I am doing ok, but it is a struggle to even work my 8 scheduled hours, I have not worked a full 40 week in a month because even though I have bills to pay, it is that hard to actually go to work. I won't go into the transfers from customer care either, just know the 6 weeks in class isn't close enough training, 12 weeks in class wouldn't prepare you for the floor. And the training systems don't interact like the live environment (a couple are understandably so, but c'mon, get telegence to work with clarify and geolink and all those at least.)

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    Advice to Management

    Pay more than 11 an hour first off, 13 training then 15 on floor and I wouldn't be so eager to leave early so much. Slow the que down, it makes no sense to work us non-stop back to back all day. I know we're paid to take calls, but two minutes between would make us happier and you wouldn't have so many irritated agents. Make promotions fair, interview everyone, stop the que from never going down!! 140+ callers... waiting means we can't take care of them fairly when we are questioned as to why we're still on a call etc...

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    Intrado2013-07-12
  4. Helpful (2)

    "eh..."

    StarStarStarStarStar
    • Work/Life Balance
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Technical Support Representative in Pensacola, FL
    Doesn't Recommend
    Disapproves of CEO

    I have been working at Intrado

    Pros

    The money is great at west, you can work as many hours as you want or need. Paid time off is great as well as earned unpaid time off. That is about it

    Cons

    1. Health insurance is a joke, dental and vision is great but god forbid you get sick. 2. Dress code depends on who is working day to day or who in management you have kissed or failed to kiss @$$ They have yet to define what is a sandal and what is a flip flop... wow! 3. Too much power is given to low level management that sadly take it to their heads and like to make it known they hold your job in their hands.... 4. Every thing is out sourced to the Philippines at west... who knows if we will be next.

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    Advice to Management

    Open your eyes and come down to our level. Take some time visit a site and take a call or 2 see what reality is. You have a few great managers that work hard at making it a productive site and a good place to work but the "bad eggs" are killing it. How much do you truly save to out source jobs to the Philippines? Do you not feel we have lost enough jobs in this country?

    Intrado2010-07-08
  5. "Working with west is fun and fulfilling and getting compensated is the best."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Technical Support Representative in Makati City
    Recommends
    Positive Outlook

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

    Pros

    Highly compensated and great people to work with.

    Cons

    They are not giving us enough time to know the product well.

    Advice to Management

    It would be best if they give or pay more attention to give more time to the training hours

    Intrado2012-07-30
Found 15 reviews