Pros
“Unlimited” pto Nobody really utilizes it because they’re always buried in work and behind Great ops executive
Cons
No training Low salary Not enough staff on every team Goalposts move daily No processes are written down, all word of mouth We’re told to ask others for help but the other teams push us off. CS manager should be putting pressure on the other managers to get cs help. Instead cs is told “try harder” so we have to manage getting ourselves help from teams that are too busy themselves and usually don’t care to help. Limited documentation. Things are dropped onto the cs team to support without documentation and training. The healthcare side of the systems are poorly implemented and poorly documented. “Alerts” have to be watched all day to make sure the systems aren’t crashing constantly. This extends to on call after hours making sure the systems don’t break. Lack of collaboration between teams, manager does not advocate for cs team. Often times cs don’t know where to start to fix broken problems due to the issues above, and when we ask for help we get shrugged off and told to figure out the issue before asking for help. No room for advancement, no professional development. In my interviews, collaboration, development and healthy happy culture were sold to me. They were also upfront about these reviews and how things are changing, so I had hope. When i started the job, i didn’t even know what my actual job was going to be. WV hired me for my versatile experience and outside perspective to help transform the issue ridden company. I was not informed that i was salary, nor that i was to be on call. That information was discovered weeks into the job. I was hired to move out of CS asap. I was not meant to be a csa, working phones and tickets but doing project work and business improvement. I did accomplish some of this but i was ultimately shoved into the box of cs rep. Advancements and promotions were like a carrot in front of me, being told how great i would be as tier 2 or team lead and how they want to make that happen only for me to follow up later and hear “well we decided we’re not going to do that”. This happened 3 separate times over the months. I was repeatedly told that the need was in cs. And it was, due to all of the issues listed above, lack of staff, lack of training, lengthy hiring process where they ghost candidates, and more. I had several meetings where i expressed that i was unhappy doing this work, unfulfilled and bored. Nothing changed. When morale was low, and alerts were “missed” or tickets haven’t been assigned for a whole hour, we were threatened with removing wfh and other punishments. Threats don’t fix things, all they do is hurt and put down the team. These things happened because of the sheer amount of things cs reps have to manage all at once all day. Balancing spinning plates with never any room for the additional plates they kept assigning to cs responsibility. I worked hard to make change, to make things better for my team but i could only do so much by myself. Eventually i just couldn’t do it anymore and had to throw in the towel. It was too depressing and stressful. There’s so much more i could write but I’m done with this.
