Where to even begin...
-The product you support can and likely will be changed at any given time, and you're given next to no training for it. I started out training for 300 CRE Payroll, but then I got pulled to do customer service, pulled again to do chat support, and am now juggling between 50 CA, all of 300 CRE, and customer service all at once. All with no training besides "here's the software and some Knowledgebase articles".
-With such a heavy reliance on using KB articles, it often doesn't work half the time, leaving you completely stranded without a clue on what to do. Even when it works, 90% of the time you're dealing with an issue not in the KB.
-High turnover rate, and yet all products are consistently understaffed, meaning there'll be calls/chats waiting for hours on end. In the end, this creates even more pressure and stress on the analysts who are unfortunate enough to stay with.
-To combat this, Sage had the bright idea to introduce something called Digital First with 100 Contractor, which means customers have to come through chat before they can go to phones. This means the volume shifted from phones to chat, and there's even less people taking either. Sage's end goal is to have every product be like this, and I can't imagine how that's sustainable given every other chat with that product is someone angry they can't call.
-For a company that claims to be moving towards cloud solutions, none of the products actually have cloud support. Sage Drive is a glorified storage space whereas it's advertised to move your company completely to the cloud, and we have to explain that to every customer because there's a huge lack of communication.
-Management is completely out of touch with reality, wanting us to meet lofty, unrealistic goals with such short staff and even lower morale.
-Huge barrier of communication between departments. It's near impossible for customers to reach Sales, and the Business Cloud products may as well be a whole other company.
