1. Quantity > Quality
If you've noticed people complaining about the quality of support, then it's justified.
Teams are interested in closing tickets but not in the technical aspect, and the only thing they're interested in is quota.
2. Unfair quotas:
If you expect to get a few calls from an average guy named John who speaks English fluently and politely asks where he can find the logs and the case can be closed, then you've never been that far from the truth.
EMEA customer:
Speaks English horribly;
Doesn't understand the "we do not provide root cause analysis" line;
Bombards support with a ton of questions in attempt to get recommendations that are actually provided by another department;
Buys worthless contracts with limited support and manipulates with ratings;
Even Expert partners can't perform basic operations.
L2 has to write articles EVERY month, while L3 has 1 ticket weekly?
And then poor L1 gets a quota to close 3-4 tickets per day, while L2 has 2 tickets only? Don't be so ridiculous.
3. Monthly bonuses
They are distributed in such a way that it is profitable to abuse the system and close easy tickets by ignoring heavy ones.
That brings us to a conclusion that the "best" engineer is the one who by tricking, manipulation or trivial manual tuning gets grades and closing tickets, but not the one who has deep knowledge, but simply can't maneuver through a huge amount of inadequate work.
4. Office
Located on the edge of town;
Has no barriers between employees;
Noisy;
Does not have its own gym;
Has no breakout room;
Did I mention that office visit is mandatory?
5. Organization
The paperwork can take up to a year, and for some reason it is handled by outsourced firm;
The firm has no HR department, they recently hired only one employee, I wonder how long is he going to last there;
They have been promising to solve the problems and provide benefits to employees for 5 years already, even fascism was defeated faster;
Wage levels are not rising at all, although they are at low level compared to the workload.
6. Inside
Development team is taking forever to respond even for TOP3 issues;
Development team is ONLY from wechat country;
Management mostly is here too provide you with useless notes;
Top management makes everything worse without any chance to improve.
