Pros
Easygoing, compassionate, and patient Support manager whom I truly appreciate. Encouraged and empowered employees to do whatever they could to help the customer and to work as a team while focusing on quality of support rather than length of time on phone or number of tickets closed. Didn't just give lip-service to quality, they really genuinely meant it. Good culture and perks (i.e. Waffle Wednesdays, free drinks, occasional catered parties, free bus pass & motorcycle parking), including very good pay for the work and nice bonuses. New ownership didn't mess with successful formula and instead smartly decided to learn how to better the rest of their enterprise by studying Satori's success.
Cons
Some annoying office politics, especially in other departments. Salespeople occasionally being less than ethical leaving Support to clean up the mess. Turnover was a bit higher than one would hope for, probably due to the politics. Tied to past methods & procedures for physical delivery of bimonthly software/data updates when arguably better methods such as online fulfillment via BitTorrent were available. I personally struggled to adapt to the high pace of change with acquisitions & technology migration and doubt I was the only one. Didn't like having to mislead and outright lie to customers regarding the future of their products after acquisition. Need to give 3 weeks notice rather than the usual 2 weeks to keep more than 50% of accrued vacation was a major bummer.
