Poor Training No job security - Customer Support Representative ResQ Employee Review

The training for. The CSR’s was absolutely wild. For a company with intricate processes, the training should have been more extensive. For the first few weeks I literally did not understand what my function was because it was so poorly demonstrated. I have a background in tech, so this was not new to me, however the way things are done is completely disorganized. “Training” was essentially several of your team members talking at you for a few days and then you are left to figure out your role on your own. There is very very little structure or reference material when it comes to how to handle incoming cases, and there are many caveats to what you are taught. CEM’s often have their own work around a specific to their clients and there is no centralized place to reference these practices. You’re literally going in every day and doing what you were taught the day prior only to find out it does not apply to most partners or most cases. It’s complete chaos. Direct management seemed relatively nice at first, but was not at all responsive to my concerns of not being trained adequately to preform well in my role. It was strictly about case volume and metrics, with little to no consideration for the fact that some cases were convoluted, and difficult to properly handle. Ultimately my time at ResQ ended abruptly with no guidance or opportunity for course correction.