I was one of the top performing support agents one year. Did my pay reflect this? No. My time there? Not at all.
I was put on a special team to handle the endless amounts of failed tickets because other support agents just did not care to resolve them. It's likely they felt discouraged by the constant downsizing, removal of QA, or constant unfulfilled promises by management. I won't even get into day-to-day operations - it was a mess. When they handed out 1 raise in 5 years of being there, to everyone, it was merit based. My metrics no longer reflected good performance because I was only closing old tickets with bad performance. I got a 30 cent raise as one of their top performers. My pay was never looked at despite inquiries on the matter.
When Microsoft ended the amplify program, they let us know swiftly and surely they'd no longer require our services. Zones had absolutely no plan to address this despite this being a temporary contract.
Management panicked, led everyone on for a few weeks that perhaps Microsoft will adopt us and our support team as their own, then eventually (in a call where no one was allowed to speak) announced there's no recourse and everyone is laid off. They gave everyone about a month.
There was no option for internal transfers, everyone was to get out. People had built their lives around this job and Zones had 5 years to prepare for the end of their contract with Microsoft. They didn't tell anyone this was temporary.
