Vantaggi
Free Cable, the people I have met while working here. Local Austin Leadership really does care about its employee's, but they are hamstrung by people higher up the food chain to provide the help to their employees that they want to provide.
Svantaggi
Lets start with the blatant disregard to our safety during the current ramp up of the pandemic. When you are hired into Enterprise Tech Support, you are given a laptop and VPN access. The reason for this is in case of any disaster or weather event, you can work from home. Well, the pandemic hit, and we all worked from home for well over a year. They then stated that there would be no more working from home, everyone must come back into the office. ADA Accommodations were denied, regardless of medical reasoning. People with legit high risk medical conditions are being asked to put their life on the line, and come into the office and expose themself to a potentially deadly virus (more on that in a minute). We were told that "this job cannot be done effectively from home", when there is every indication that not only can we do this job from home, we did it BETTER from home. The Delta Variant has ramped up in the last month, and not only is the company deaf to our pleas to continue to keep ourselves and family members safe by working from home, but they are actually endangering people in the office. One worker lives with someone that tested positive for Covid, and HR told this person that since he had no symptoms to come into the office anyway. As outlandish as this sounds, it can be confirmed by many that work in our call center. We get WEEKLY emails of people testing positive in our call center, our city is sending out text messages telling people to stay at home, because the hospitals in the area have no beds. What was Spectrums response? Sending an email that "they are monitoring the situation but its still business as usual". Getting off the subject of Covid, and on to more job related issues. Enterprise Tech Support used to be a coveted position that people wanted to move into. It meant you were on track to move into engineering or leadership. What was once an amazing department to work for, has since turned into a place with incredibly low morale, poor decision making from upper leadership, upper leadership that is completely tone deaf to anything the agents have tried to say, and in fact, when someone did speak up about the issues, he was fired for doing so. From stupid processes that make getting things fixed more difficult, to tools that never run properly, or having to put the same pieces of information into notes/tickets sometimes 3-4 times (because they cant seem to be bothered to make the tool itself auto populate the info once its been put in), since the change to "Spectrum" it has gone completely downhill. It was incredibly rare to ever have a queue for Enterprise Tech Support, and now the page has turned, and it is incredibly rare to NOT have a queue for Enterprise Tech Support. This is mostly due in part to the changes that are being made, and people that work in this department being fed up and leaving the company because of it. Changes that make our jobs HARDER and more difficult to do. That slows down how fast we can get our customers helped. Lets not even mention the sheer lack of documentation on circuits for the two companies that merged with Time Warner to form Spectrum. Time Warner had great documentation. The other two are nightmares. It takes longer to find customer information on circuits, what services they have on the other two legacy companies, than it does to find, troubleshoot and resolve Legacy Time Warner issues. With all these challenges we try our best to serve our customers, and understand why they are upset, but there is nothing we can do about it. It is something, we as agents have been screaming to high heavens about since Day 1 of the merger, and nothing has drastically changed. To give you an idea on how bad the department is getting, we have had near half our new hires in the last 2 months, quit during training. They saw how bad it was, and got out while they could. What was the solution to this? Hiring agents that dont even troubleshoot. They take a call, make a ticket, and send it to one of the other agents. To give you the best example of what the higher ups think of the people taking the calls, in a "Change Advocacy" meeting, the question was asked "How do you get people to accept change that only benefits the company?" That should tell you all you need to know.
