- You're assigned one of Blackbaud's many products (the company buys up other companies and then integrates their products / offices) and it GREATLY influences your success at the company. They're trying to make all the products work the same way, but this can determine how many senior resources you have available, and what your promotion path will mean.
- Speaking of promotion paths - there were new job titles introduced to reward more senior reps for their hard work. These suddenly became paid promotion paths, but these senior reps became grandfathered in and were not eligible for the raise associated with that new role, which required the carrying of the after hours phone. Additionally, once these paid roles were introduced, it doubled the amount of roles between an entry level rep and the most senior level (which means years before moving into team lead territory).
- What's the after hours phone? Well, since support is closed on weekends and holidays, there is an after hours support phone in case clients have urgent issues. This means that you can be woken at any hour: before shift, after shift or on weekends. How often you get the phone again depends on which product you support and how often you get calls depends on how often someone has an "urgent" problem which is up to the clients discretion. If you're still in the entry level rep stage, you can at least record your overtime.
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Personally, I wouldn't suggest working in support unless you're looking for short term work that pays decently well. From what I heard from employees in other departments, their leaders actually support them, but in support feedback is just put on a shelf and forgotten. I think there are better entry level jobs that will set you up for career success, instead of being a dead end.
