- Here is hierarchy for technicians. You start at Tier 1a ($20/hr) and progress up chain:
1a->1b->1c->2a->2b->2c->3
Management tell you two lies during interview process
1) You get promotion every 3-4 months if you close high enough amount of cases (Depend on product you're supporting, but it should be ~50/week)
2) Each promotion result in $2/hr raise
It turned out even if you close high amount of cases, you cannot be eligible for promotion every 3-4 months. Fastest someone going from 1a to 2a was 2 years... not 9-12 months as management said.
They rarely give $2 raises. On average $1-$1.5 dollar.
- Very abusive management. Former manager quit because she was verbally abused by sr. management. Tier 3's and Tier 2's frequently verbally abuse their jr. level team mate (Tier 1s.) They say f-word to them, talk badly about them behind backs and attempt to mold them into submissive. I hear racial and LGBT slurs directed to Tier 1s by Tier 3s and several Tier 2s on a weekly basis. Senior management usually ignore complaint about workplace harassment from Tier 1's because they cannot afford let go Tier 2's and Tier 3's. Entry level employees must be brave for 1-2 years of verbal abuse before they make Tier 2, but unfortunately then they continue this chain of abuse to the next batch of Tier 1s when they are Tier 2 (It is culture here.)
-You are constantly being watched by manager who is pacing up and down floors, making sure you closing cases. I understand certain level of supervision is required but level of micromanagement is unusual, even for call center. For example if you are on chat program like skype or gchat, instead of telling you to close it and get on task they will tell you that they have a keystroke recorder and will go back to see every thing you wrote... This can only be done with IT and CEO approval if probable cause of intellectual property leak is present, but they try to deceive you into belief that they can do it whenever they want. There is a lot of downtime in this job, sometimes customer will put you on hold for 30 minutes, sometimes no calls in queue, so I think these kinds of threats should not be made in such situations but they are made all the time. Great irony is that floor manager would be playing games on his mobile device and reading news articles while at same time barking at you to be on task. Manner in which you are told to be on task is very rude, demeaning and unprofessional. You are reminded you can be fired at any time without any reason given. You are made fun of and mocked by this manager within earshot.
- You will not learn new things. You do same exact thing every single day.
Barracuda Tech Support has high turnover. People quit all time. They solicit Craigslist to join company. Please do not apply to this company.
