Sales has zero, ZERO idea on what we actually do so they sell something that does not exist. The Customer Engagement Executives (CEE) are just as worthless. They are to help manage the customer while support works on issues, now all they do is demand a solution for the customer THAT DAY (which they already promised to the customer without ever checking with you). Support is left to basically just do whatever the customer is demanding, not asking, but demanding. There is no real scope of what should be supported, it is just a free for all. A customer doesn't like the font the application is written in, well then it is clearly a product of the issue and needs to be fixed ASAP. The volume of work has increased tenfold within a year but the staffing has either stayed the same or decreased due to people leaving due to burnout. Management talks a big game of retaining people, but no follow through. all we are told by the parent, SAP is that adding more employees does not fix the problem. But then even when we get to hire some people it is usually only 1 person and even then there is usually a hiring freeze. So the 20 people you were supposed to get, end up being 1 person, that was supposed to start Jan 1st, but due to hiring freeze won't start until Oct 1. That is if they actually waited that long and didn't look for something else. The pay could be better for the level of stress you face on a day to day basis. Or you can just start not caring about the work as most employees do. For a company the size of SAP you would think they would attribute an entire multi-level office building just for support? Nope, just a third of a floor with about 30 people to support a global community that grows by 10-20 customers a week. There isn't much great or even good about this place as certain departments get all the respect and recognition and the ones doing the actual work just get more work to do.
