Diligent

Good Pay and great benefits - Recensione dipendente - Customer Support Specialist presso Diligent

4,0

14 mar 2024

Consiglia

Gradimento del CEO

Pronostico commerciale

Vantaggi

- Starting salary not exceptional but can increase year on year - Excellent benefits, full health insurance, good holidays, sick days etc - Good culture with friendly management - Quite laid back on a quiet day, once you get done what you need too it can be slow paced and relaxed - My team lead allowed plenty of time for new recruits to be fully up to speed, and management seemed supportive - Great opportunities to climb the ladder. Might take a few years but they are genuinely interested in where you want to go and will try and help you towards that.

Svantaggi

- when it’s busy, it’s BUSY. Evening times (7PM onward), End of a quarter, technical issues etc. it can get fairly hectic - occasional difficult customers (but once you keep calm, explain, and be as solution focused as you can they are generally fine) - Unfortunately some of the Customer Success Teams are a mess and their absolute ineptitude makes Clients very unhappy and support left to pick up the work. Support management are aware of this so it may have changed since I left, but in my almost 3 years nothing meaningful was done - some conflicting information on processes, tho whatever the more tenured agents do is almost always a safe bet

Risposta di Diligent

Thank you for your review. We appreciate your feedback on our compensation, culture, and supportive management. We acknowledge your concerns about workload and difficult customers. We're actively improving workload distribution and support during peak times. Additionally, we've implemented initiatives to ensure consistent information and smoother handoffs between our Support and CSM teams, including improved communication channels and performance measurements focused on customer satisfaction and workload. We're committed to continuous improvement, and your insights are valuable. Thanks again for the feedback. We wish you the best in your future endeavors. - Avigail Dadone, Chief People Officer

Good Pay and great benefits - Recensione dipendente - Customer Support Specialist presso Diligent

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