Your co-workers and your direct supervisors are pretty much all in their 20s, so co-workers aren't always professional and supervisors aren't always good at addressing concerns.
There are no standard hours. You're either working weekdays EARLY morning or LATE evening, or you're working 9am-6pm on a schedule where your "weekend" moves around.
SimpliSafe just dropped late-night wages from $18/hr to $15/hr. Daytime wages did go up from $13 to $15, but there's no excuse for cutting wages while asking someone to do the same job, ever.
You only get 10 days of PTO / sick time per year, plus SOME of the federal holidays are paid days off.
The company really isn't intent on improving its operations, which is frustrating if you have an interest in logistics, efficiency, or management.
Training is completely insufficient, and the database of information to reference isn't thorough or well-organized. You learn the basics for a few days, but they're not presented in the most coherent way. You listen to calls for a few days, answer calls with someone there to support you for a few days, and then you're put on the phone by yourself. You technically have the help of your co-workers and supervisors, but constantly putting customers back on hold to ask questions (and sometimes having to wait for your co-workers to respond) is just wrong. You don't actually get to take a system home to practice with until you've been there for a month or so.
Sometimes, hold times and email response times are ridiculous, so you deal with customers who are angry for completely preventable reasons. There are even times when reps are instructed to not respond to emails when the phone lines are dead (so we sit and do nothing), because emails "need" to be saved for the email team to do the next day.
When you relay customer feedback, it seems to go in your supervisor's ear and out the other.
You only get feedback from your customers' surveys once every few months, though they could just make it automatically viewable because it's entered online.
