Sage

First tier customer support analyst get the short end of the stick - Recensione dipendente - Software Support Analyst presso Sage

2,0

28 gen 2015

Software support analyst

Consiglia

Gradimento del CEO

Pronostico commerciale

Vantaggi

Good benefits. Great work environment.

Svantaggi

Telephone support is hard enough as it is. First tier customer support analyst get the short end of the stick. They are first responders, but have only 30 min to solve the problem. If they don't they are kicked to the curb. When it's Monday morning and you are dealing with someone who has had a problem since Friday, the first 15 minutes is them complaining about the product. Not Fair.

2,0

8 giu 2026

Account executive

Consiglia

Gradimento del CEO

Pronostico commerciale

Vantaggi

was hired as remote and get to have that honored, but have been openly told no career progression because of remote status. decent pay

Svantaggi

Leadership instability: Seven manager changes during my relatively short tenure. Unrealistic targets: A sales quota set at 1,100% growth (not a typo). Slow product development: Getting anything actioned on the product side takes far too long. Product management turnover: Three product manager changes, resulting in no meaningful deliverables in over three years. Misaligned hiring priorities: Greater emphasis on DEI optics than on hiring people positioned to drive growth. Internal vs. customer focus: More energy spent on internal events than on product enhancements. Lack of accountability (the biggest issue): No one takes ownership. Responsibility gets passed around constantly — for example, client cancellations going unprocessed because they impact someone's numbers. Managers have openly encouraged pushing the work onto someone else rather than handling it.

Risposta di Sage

Thank you for taking the time to share your feedback. We’re sorry to hear about the challenges you’ve described around leadership continuity, targets, growth, and ways of working. We recognise the impact that stability, clear accountability, and achievable goals can have on the day-to-day experience of our colleagues, particularly within sales and customer-facing roles. We shall share your feedback with leaders for their visibility as we continue to evolve how we support our teams to truly thrive at work. If you have any additional insights to share, please leave us more feedback via our internal Always Listening forum or through your manager. Thank you again for sharing your perspective.

First tier customer support analyst get the short end of the stick - Recensione dipendente - Software Support Analyst presso Sage

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