Lots of Potential, But Needs Better Support for New Hires - Support Specialist PerfectServe Employee Review

Thanks for taking the time to leave such a thoughtful and balanced review! We’re grateful for the work you did at PerfectServe, and we appreciate your honest reflections. Our Support Center team plays a vital role in helping our customers get the most out of their PerfectServe experience, and because of that, we take onboarding, training, and long-term support very seriously. There's always room for improvement, but we do want to share a few things for context: - Every support specialist has access to on-shift leaders for help and guidance. Responses can be slightly delayed if someone is tied up, but a request for help will never be ignored. We won't leave anyone hanging! - As one way of showing this, we got some feedback recently from an engagement survey about leader visibility. Because of this feedback, we adjusted our leadership coverage to ensure a leader is always available and present to support agents in real time. This change has been very well received. - We also maintain a very thorough, searchable knowledge base to help team members find the information they need on demand. It works for most topics, but obviously a human touch is needed sometimes. - During interviews, we also try to paint a very clear picture of what a role on our support team looks like. The hiring process is a two-way street—we're looking for the right candidates, but we know that candidates are also evaluating us to make sure everything seems like a fit. That being said, we totally understand that not every role is a perfect match for every person. That's more than okay. Your feedback is still very helpful as we look for ways to continue supporting the people who support our customers! Best of luck in your future endeavors.