-Shifting goal posts of KPIs makes this role not really worth your energy to go above and beyond
-No room to breathe, every minute online is tracked and tied to your performance while handling cases and calls, all while being paid at the minimum award rate. No motivation to work as hard to be under a lot of pressure to perform at your pay grade.
-There is a KPI called Call Rate, which they recently increased the minimum call rate to be deemed satisfactory for your performance, and they implemented a policy to proactively call customers first. While this sounds good on paper for the customers, leads to a huge backlog of cases to go through, and customers end up waiting even longer to receive a response (2-3 days later, as opposed to within 4 hours on a response time). Despite selling itself as having 24/7 support, you are often picking up the slack from overseas teams, and handling missed calls from 10 hours later, whereas you can probably solve a significant amount of more cases if you didnt have to call the customer.
-High turnover rate, about a dozen people have left the role in 6 months. Average tenure of 1-2 years. The only reason people enter this role is to just have a chance to move laterally in the company to something else, but you have to stay for at least 18 months before you might even have the chance to do so. A lot of talented and highly educated coworkers stuck in dead end roles in this department. I would recommend this job if you need some cash for a while while you look for other jobs that are more suited to you.
-Huge referral bonus and really quick turnaround of receiving a response from the talent acquisition manager in less than a day after the interview is showing that they desperately need people in this role, but wont pay them higher or reward hard work by increasing your baseline KPIs after a period of outages and high amount of cases.
-Recently heard they gutted the U.S. support team last year despite expanding their operations into the U.S. with new partnerships, means that they are probably hiring for absurd start and finish times in AU to cover this region needed for support, due to the nature of this role, I would not recommend finishing past 5:30pm.
