Pros
% Able to work from home until it last.
Cons
- I am not happy, tired and very stressed !!!! - Understaffed, you will keep getting consistent interruptions to take calls from queue. - Even managers start to take calls due to understaff(ironically they think it's a positive moral example!!) - Quality of Resolution is not main priority, main priority is to achieve queue wait time. - Tickets backlog is large and there is barely time to follow up, backlog keeps growing daily and rapidly - No enough time to replicate customer's issues or do thorough research due to consistent interruptions to take calls. - Training is a term you will forget about, no time to study , you learn as you go by making mistakes, there is no time to resolve tickets rather than having a training. - Resolution quality started to decline, there is barley a time to research customers issues due to consistent interruptions. - Favoritism is very clear, if they favor someone, you will know it!! - Fastfood restaurant recognition style (very childish and immature), they hand amazon gift cards if you do a good job grapping many calls or positive feedbacks - If you have a nice phony voice and you know how to talk to customers, then you're good. it's all about prospective! - We are afraid to express our true concerns. - If you end up getting negative customer feedback for any other reason rather than provided service, you will stick with it! managers cannot over-ride customer feedback unless the customer went back and change it!!!! - We see more Senior employees on L1 and L2 quitting!! --------------- In addition to the above: - Extremely poor documentation, lack of good docs is a massive issue. - Fortinet products are infested with bugs. - Your official title should be a BUG ENGINEER, you will be extremely busy fixing high memory and crash issues. - If there is a new FoS firmware release, prepare of a BUGs diarrhea. - QA is something Fortinet doesn't do well, Devs are fixing a bug chances they will break five other features. - Old Bugs are revived while Devs trying to fix new bugs. - Their strategy is Fake it until you make it.
