Vantaggi
- Company did a solid job transitioning from an in-office structure to a WFH system at the start of the COVID-19 pandemic. Several employees now work around the country. - Daily huddles, weekly company all-hands keeps the company somewhat in the loop on the happenings of the company on a 10,000 ft view - Employees seem to really care about their clients. Everyone does a really solid job with the resources they have - Monthly health and work equipment stipend (it's small, but it's there) - Company get-togethers when possible (obviously we're in a pandemic at the time of this review.......) - Company lives and dies on CSATs, so if you like to please customers and go above and beyond, it isn't a bad company to be with. - Benefits are on par with industry standards. They do meter PTO, but generally speaking, if you want time off for any reason, they'll give it to you. - Especially during the COVID-19 pandemic, there was a very heavy emphasis on employees' mental heath. The company isn't very culturally diverse, but there still remains a desire by the company to bring in POCs and other minorities.
Svantaggi
- Company went through two acquisitions by two different holding companies within the span of two years during my tenure with the organization, luckily no staff was let go involuntarily due to this (however some were let go as a result of the COVID-19 pandemic). Neither parent company offered sufficient assurance their jobs were safe after the acquisitions, leading to some leaving on their own accord and finding better, more stable jobs. - Systems team went through a massive restructuring after the second acquisition. President/COO became Manager of the Systems team, the former manager got demoted and sent to another department; as a result, this individual was set up for failure (that individual also no longer works for the company). President was, in my opinion, too hands-off of a Manager for my liking. Too much emphasis on meeting quotas, and not enough attention on the quality of tickets/length of time to resolve tickets. - Aforementioned new manager/President/COO promised training on new technology to me. Some got it, but it never came for me. - Lack of emphasis on documentation. The company proclaims to be at the forefront of SOPs, but they do not practice what they preach. This led to incomplete, incorrect, or out-of-date documentation or SOPs. The company needs to allow employees to set aside time for documentation gathering/writing, and ONLY that, or hire a technical writer. - Company went through several changes in its service offerings, including the MDM offered, which, was not only a very confusing service, but is vastly inferior to previously offered MDMs for clients. The switch was made for budget reasons.