They're keen to take on people with few technical skills and no hands-on troubleshooting experience yet they don't give them the extra support they need before being left to their own devices with customers. I would not recommend this role for anyone stepping in from a non-technical background or who hasn't done customer support troubleshooting before.
There was a lot of talk of looking at training worksheets and doing practise exercises "in your own time" which early on I assumed meant in between training sessions and tickets but I soon realised that there was barely time to do the training and the tickets so "in your own time" was really code for in the evening / at the weekend.
This is not the 9-5 job (with an hour lunch) that they sell it to be. 8:30-6:30 was the norm just to try and keep on top of the metrics and training. When I was regularly skipping lunch breaks and barely leaving my desk during the 10 hours to try and keep up with the metrics, this is when I knew it wasn't the role for me, certainly not for the salary they were paying.
On the first day you're told all about the cool Slack channels and Employee Resource Groups you can join. The reality is there's barely time to do your job, let alone look at anything that sits outside of your role.
During the first week of training there was a lot of emphasis on taking a break from screens from time to time but once into the second week that went completely out of the window and wasn't mentioned again. You're soon on back-to-back tickets/training sessions/meetings with barely time to take a bathroom break.
