Pros
The work culture here is phenomenal! I finally "enjoy" going to work and my co-workers are amazing. We all have the same goals and have each others back. Such a welcome change from many previous companies I have worked for where you only looked after yourself.
I was a little concerned when I started as a remote employee. There was a LOT of turn-over after they started their new fully remote position program (October 2018). The expectations were not met initially. Management recognized the problem and quickly jumped in for action. They quickly made changes to reduce micro-management and overall employee morale. It is very obvious they care about their employees.
Employees are encouraged to speak up when they spot issues and their feedback for potential solutions is very much heard and appreciated. I have never felt afraid to speak with anyone high up the "food chain" in the organization.
The work is very challenging, and there is definitely a learning curve out of training to support their software (but they give you the tools to master it).
I find the high volume of work interesting and never find myself bored! It's the worst feeling to go into work and feel bored out of your mind waiting for 5 and thinking "I have so many things I'd rather be doing". You definitely won't have that here.
The benefits are top-notch!
- Unlimited PTO: As long as your meeting your metrics, you can really use this benefit. As a support analyst, you get 10 reserved PTO days at the start of the year to pre-schedule time. After those 10 days, you can then request as much PTO as you need in a rolling 30 day period
- Unplanned PTO: In support, in addition to the Unlimited PTO, you are given 10 unplanned "Life Happens" days (5 paid/5 unpaid). These are for sick days or issues that arise that are out of your control. These days can be used in 1/2 day increments. Be forewarned, once you use them all up, you are essentially turning in your immediate resignation. Your metrics are also not adjusted for time you take off, so also keep this in mind
- Leave: Bullhorn offers generous FOUR-month fully-paid maternity and paternity leave. They encourage you to take the time you need to be well. They also have a very interactive process for any leave that does not fit the typical employee
- Health Insurance: Bullhorn covers up to 90% of the medical insurance costs, as well as vision, life/disability, and retirement plans. The plan is very generous!
- Giving back: You can take days off work paid quarterly to volunteer for causes you’re committed to
- Extra Perks: If you work in one of their offices, free lunch on Wednesdays, free breakfast on Fridays, and monthly local outings. If you are a remote employee, they let you pick from 3 different "care packages". A very generous assortment of snacks, shirts, goodies, and a gift card each qtr
- Remote: Even if you are primarily at one of their main offices, they will allow you to telecommute to assist with work/life balance
- 401k: They match up to 3% if you contribute 6%
- Performance-based bonus: Meet your metrics, and you can expect around 10-15% performance bonus. In support, you are judged on the following metrics:
** Adherence to Schedule - Operations assigns out your schedule, and this metric shows how well you match the mode you are scheduled to be in (inbound calls, backline time, meetings, breaks, lunches, etc. (They are currently running a pilot to do away with this goal as it was causing frustration for employees to have to enter so many "adjustments" when a call pushed you past your break/lunch etc.)
** Customer Satisfaction - How well you perform on customer surveys (there are some customers that can never be satisfied, management takes this into consideration and will remove a score that was not justified or if there was a legitimate error.
** Follow-on SLA - How you are meeting the service level agreement by responding to customers in a timely manner
** Quality - How you perform on your inbound calls and categorizing your tickets appropriately
** Ticket Closes - This metric is now adjusted for average ticket volume. It used to be a flat number and was not adjusted for actual volume until AFTER the end of the quarter. They have since changed the metric to reflect the average closes required based on the current average volume. This has tremendously helped with stress levels. For example, you might have been at 60% at the end of the qtr, only to be bumped up well past 100 after they adjusted for volume previously
Cons
With the exception of the low salary, there are no real "cons" so to speak. Any I had initially are quickly being addressed.
The salary is nothing to brag about (approx 15k lower than similar jobs). Granted they offset this a little with the benefits, expect a lower salary compared to other tech careers. They have mentioned they are doing another salary analysis, and it will be nice if changes are made. It's unclear if there are any performance-based raises.
As stated above, there is a LOT of work to be done. If you like to stay busy, you won't be bothered by this, but if you have issues with time management, you may struggle (even more so if you are remote)
If you're brought on as a remote employee, you must be very self-disciplined. Not being able to run over to a co-worker for immediate assistance can be challenging, but if your creative and good at problem-solving, you will quickly overcome this. They are also implementing new programs to assist with this.
