Management often cannot spell and have horrible grammar and don't actually know to answer questions. Wiki articles are not clear, changes are made with no communication, and you're still held to it even without being educated. They micromanage everything. Their VPN is awful but they blame it on your ISP. IT doesn't know what they're doing. I was on a temporary assignment that could turn into a promotion. I did twice as much work or more than my peers and had excellent feedback. Instead they took on a minority who had told me on multiple occasions that she wasn't going to be able to get much done because she was taking care of her toddler. So apparently work ethic and performance don't matter. She would tell dad jokes in a shared chat, so if you're any type of minority or a member of the LGBTQ community then you'll be treated well and rewarded. Don't apply if you're white and/ or straight. Most promotions I've seen are only for minorities. Just don't waste your time. I'll be leaving as soon as I get another offer.
Also, you'll be abused constantly by customers, have to read multiple pages of scripts just because customers can't just read a contract and they try to cover themselves 5x over. It's a dreary job and even though the starting pay went up it's not though to be screamed at. Customers who are racist on multiple occasions are still given support and they have no consequences except being hung up on. So if you have any self respect and don't want more trauma this isn't the company for you. People in management who are in a help chat provide wrong answers and have poor reading comprehension and even if you clarify, they don't care. I've had many instances of being coached and going right back to something a lower manager had said. It's ridiculous. I was also toyed with after they had already made the decision about who to keep on. She told me she was asked to stay on, and I was told I could apply. I did so. I got an interview. I did well. I referenced my work. And then i had to ask for an answer when I had been ghosted for 2.5 weeks. And was almost immediately told I didn't get it. So they just left me hanging.
