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      Sage

      Engaged Employer

      Sage Customer Support Analyst (Then Associate) reviews

      3.0

      Be the first to recommend this company

      (2 total reviews)
      avatar

      Steve Hare

      100% approve of CEO

      Ratings by demographic groups

      Reviews by job title

      2 reviews
      3.0
      Jul 21, 2019

      New CEO has meant improvement, but we have a long way to go yet

      Customer support analyst, associate
      Recommend
      CEO approval
      Business Outlook

      Pros

      Coworkers are great, consistent and stable hours, reasonable physical working environment, many of the people managers are on your side, potential growth opportunities

      Cons

      Understaffed support queues, sales-focused support strategy with highly unrealistic targets, lacking consistency across all levels of management (one manager may tell their team one thing and another might tell their team something completely the opposite), promotions system is a dangling carrot on a moving target, desperate to keep bodies in the queues that they're willing to overlook employees whose behaviors actively hurt our image to customers (but still takes too long to replace lost staff), some managers will actively try to quash any criticism or escalate legitimate complaints, silo-ing within departments and products, communication is lacking in many areas (this is being improved on but needs further work)

      avatar
      Sage Response
      6y
      We appreciate honest feedback from colleagues, and it is clear you care about making Sage a better place. We all do! I would encourage you to also use one of internal channels to share your voice, give your ideas, provide solutions and make things happen. This includes your people team, the All-In meetings, and Sage-TV Live to name a few . A great start would be to talk to your site leader. Also, just last month we held “The Big Conversation” where all 14,000 Sage colleagues around the world participated on an online conversation about anything and everything. The responses helped us gained a lot of insight, and some great colleague suggestions are already being implemented - I certainly hope you were part of that awesome event. Thank you again for sharing your experience and bringing your best to work every day!
      1.0
      Aug 3, 2016

      Don't Waste Your Time - the stress is NOT worth it!

      Customer support analyst (then associate)
      Recommend
      CEO approval
      Business Outlook

      Pros

      When I started over 2 years ago, there were weekly team meetings, monthly or quarterly campus wide or company/division/country/region-wide meetings during which we heard about/discussed notable news/events/issues. We had scheduled time off the phones to work on customer projects, get help from other team members, or learn/explore skills to improve our roles. There were reasonable metrics and expectations in terms of taking time to ensure customer needs were met/exceeded. I remember more sharing, offers for help/advice, camaraderie in general. It was a pleasant and hopeful (in terms of job security/career advancement) place to work. I almost remember being proud to work there and sharing my experience and loyalty to the company/brand with nearly everyone I encountered outside. Customers would routinely sing praises to Sage, primarily based on their interactions with support.

      Cons

      And then it slowly began to change...the quaint and delightful meadow eroded into an oozing swampy cesspool. Middle management became MICRO management and all sense of value (for the individual contributions of employees as team members) gave way to backstabbing, malicious gossip, every-man-for-themselves as the ship ran a ground. I could go on and on about the ineptitude, but that may be immature. So back to the ship! The first wave of rats began leaving and then the next wave of sensible professionals. And for what? Changes made with the customer in mind - all for the customer, but in fact HAPPY employees is what truly delights customers (when it comes to contacting customer service/tech support). Oh sure, the numbers looked good on paper (because you cheated by creating a new queue to dump calls in), but customers were no longer being delighted. People need to work to live though, so what they are left with is those who have been beaten down and sullied and an endless wave of new recruits. I can not recall one hopeful memory or bit of good from the end of my time there...as a very talented individual/HUMAN BEING, I took my brilliant skills elsewhere (before I had a nervous breakdown or stroke because you will be pushed to the very brink!). Haha - if you are a masochist, Sage is the perfect place for you!

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