- They keep adding new features to the platform, and MOST OF THE TIME you end up finding about them due to customers asking questions. Meaning that you have no idea what they are talking about. In short: they push updates without notification to support staff. - You get trained on how3 to troubleshoot SOME things, but they leave MANY and I mean MANY features out of the training sessions, you end up finding about those features by yourself with a customer on the line. - The workload is REALLY heavy. When you are not handling phones or in a chat (which, by the way, can be 2 chats at the same time) you are answering emails. - They are heavily understaffed for T1 support. With 7 phone agents at the time and a queue of over 10 customers. Yes, this includes peak seasons. WFM has a terrible hand with schedules. - They hire 3 new agents and fire 5. - Asking for advice from management most of the time ends up confused and managers sending you an internal KB link or regurgitating the same information you already know. - THERE IS A LOT OF FAVORITISM. If you have good ties with management, you'll get promoted in no time. - They are unaware of many laws in Mexico, as they are pretty new. Don't expect your paycheck to arrive on time and don't expect any real answer, as they love to lie about that! - A customer has an issue where they can't log in and a tier 2 or manager is unable to get them to log in? Well, you are on your own! If any attempt fails, there are no further instructions on what to do. Yes, that leaves room for a lot of frustration from both the customer and you. - Ninjas have no word on anything. Feedback is not taken from support staff. They give preference to project managers, even when support receives many complaints from customers.
