Management is out of touch - Recensione dipendente - Dipendente anonimo presso SAP

The support department feels like a punishment. You receive large volume and are harassed for updates by 4 or 5 different people for most of your tickets. Some issues are technical and require a lot of research and thinking. You can do neither here unless you work extra hours. To make things even more insulting, the people who bother support for updates get paid more than support. Somebody with no technical background at all can get hired on a team called preferred care and their managers reward them for harassing support. Sales and account representatives lie to customers about functionality and then when the customers get upset we're told that we need better support. Everything falls back on support and all management does is get in our way and make it hard for us to get anything done. Many of the actual issues we troubleshoot have been around since before i started with the company which was years ago. When we bring issues up to management we are told that we are being negative and then management just talks about how good we are doing even though its pretty clear that most customers and most employees are miserable. They are out of touch.