One of three tech support jobs I've had and by far the worst.
Pros: the office is nice; free coffee; most co-workers are cool
Cons: exploitative; very stressful; revolving door work force
I'd just graduated, and I figured why not give tech support another shot and get rid of my college job. I should have stayed with the college job. I've been much happier since I quit this place.
In a nutshell:
- They had to sell the job to me during the interview, and I found out why quickly enough. They may tell you that they require a few months of tech support experience and some college (if not a degree) before they'll hire you. Nope, they hire people with barely any work experience.
- You get reprimanded if you place your phone on hold to go to the bathroom.
- Rules and liberties explained during training are quickly changed once you actually start your job.
- As a tech support rep, your primary job is to rationalize charges to customers' bills, and explain away the "mystery charges" that many are not made aware of. No joking, we're told to blame these charges on Big Daddy Government and their regulations. Luckily, no customer asked me which regulations, because we're not supplied with any answer to give them.
- Hiring is a revolving door, with a new team of trainees starting every two or three weeks. You begin to understand the cycle when you notice the veteran employees with years of experience suddenly not showing up to work.
- Easily enough, if you consistently use the break between phone calls to finish notes, you'll be fired. Even veteran employees will have 3 or 4 tickets open at the same time just to finish notes.
- Even the most minute aspects of your work ethic will be used against you: your use of "weak" words vs. "strong" words, deviating in any way – more... from the encyclopedia of tech rules that they have, etc. You're basically stressed about losing your job every day you go in.
- As tech support, you are the switchboard between the customer and every other department. If someone is sales stretched the truth about the contract in any way (which happens regularly), you become the punching bag of that customer until you can get their sales rep on the line - which, good luck with that.
- If you happen to be one of those completely normal people who doesn't enjoy being yelled at and cussed out, don't worry, your trainer has supplied you with some of the worst reverse psychology ever employed by one person to another. It's your fault if you don't like being cussed out and condescended to by eighty people a day. "You're taking it too personally." (Other places I've worked, if the customer gets nasty, you have the right to correct the situation or hang up the phone.)
- Operations "prides themselves" by working with a skeleton crew, so basically that means when call volume is high, nice little Terror-alert chimes ring off and let you know to work faster than you already are and managers race around the floor like their heads are on fire.
All in all, I'd urge anybody to stay as far away from this company as possible. This is easily the most stressful job I've ever worked. Employee exploitation is the order of the day with this company.
As an aside, whether you're an old or new tech support rep, I'd highly advise you to leave the industry. I recently check back with an older company I worked for, only to find out that they're actually paying less than what they were in 2006. Beyond that, I've known people who've spent ten years at one company only to go back to entry level after they got laid off. If you're desperate, even retail will be a better bet for you. – less