2.0
Nov 1, 2017
Went from quality support to focus on the bottom line
Former employee, more than 3 years
Grand Prairie, TX
Recommend
CEO approval
Business Outlook
Pros
Started out as a great support center with very knowledgeable support engineers and great product. Focus was on technical support. All of the security engineers were experienced and knew their stuff
Cons
The management was mediocre. Started to focus on the bottom line. Brought in call center managers who focused on cutting back talk time and escalating calls vs solving them. Started a tiered evaluation process to filter out highly paid (experienced) engineers and brought in lower paid, straight out of school entry level staff. Obviously support suffered. Also, rolled out software with full knowledge that it was "buggy". This increased support calls. No wonder stock price fell by $100 (at the time).
