-Lack of support for Support: the Support team bears the brunt of the failures of the Product and Marketing teams. The product is buggy at the best of times, and unreliable at the worst. Compounding the issue is a lack of internal documentation provided by the people who actually write the software. It's like trying to fix a car without having seen the owner's manual, except you also have to be on the phone with the car's owner throughout the entire process while they ask endless questions and insult you about how the car they bought from you is garbage. Every support job has to deal with clients, but for god's sake there should be clear documentation on how to fix the software.
-Nobody knows the company: Nextech has expanded so quickly in the past few years that very few people in upper management have actually been with the company long enough to understand the software. Restructuring of teams has left some people without a clear directive, and the gaps can go undiscovered for years.
-No overtime: Ostensibly because of the pandemic, the company no longer offers overtime in any substantial form to Support employees as part of their 'quantity-over-quality' initiative.
-Lack of meaningful advancement and disproportionate compensation: Just because ~titles~ are handed out like candy doesn't mean that the people who get those titles are also given the responsibility that goes with it. There's more work than money, especially given the inefficiencies and busywork foisted upon Support by upper management to generate the aforementioned useless advancement metrics. It's like Bizarro Communism, where those who have the ability to carry others are expected to do so, while reps who are there only to collect a paycheck skip through the system because they offload their work to those who are actually capable of solving problems. The fact that the unmotivated reps have both easier cases and a lighter caseload means that, from a numbers perspective, the unmotivated reps look like they're pulling their share of the weight.
To illustrate: it's like solving the following math problem:
4x^3 + 9x^2 - 5x + 3 = 47x^x
and getting less credit than someone who solved these:
3x+5=8
3x+6=9
because the other person solved two problems and you only solved one in the same amount of time.
If you're the kind of person who feels bad after failing a test that was designed for you to pass, you might think twice before applying as a Support Rep.
