Where to begin? Current management is terrible, uncommunicative and driving the company into the ground. Worked for 3 years - no one respects current management anymore. They are dismissive and rude. Most tenured employees who were good and know what they are doing have quit or have been completely alienated. I would not be surprised if several departments or the company itself goes under within the next two years.
Very low pay vs. other companies for the same work/positions. They claim they pay "based on performance" but will then find any and all excuses to avoid giving you a raise. A customer could give you a bad score for something completely out of your or the company's control (like something they want not being available, tools being down, their own mistakes) but the company will still blame you. They say that they remove these from your record, but only if your manager cares enough to look into it. You could be completely reliant on an internal team that takes weeks or months to provide a solution, but if the customer has a problem with this, you will be blamed. Many processes result in delays for the customer that could be lessened if the processes were modified, but nobody listens when you suggest things that could change to benefit the customers. Management will reply with false positivity and a typical "that's just the way things are" response.
Processes can change weekly, even daily, and are rarely communicated. If a solution isn't in internal documentation, good luck with the goose chase. There could be one person in the entire building that knows the solution to an uncommon issue. If there isn't, you have to rely on collaborating to internal teams within Microsoft, which often take over 5 days to respond and will give you the run around.
You will be required to make extremely detailed notes on your cases that almost no one actually reads, because they will send a task back to you, or message you asking for information that was already there, which is a waste of time for you and the customer who is waiting.
They are so short-staffed that if you are good at your job they will not promote you or let you into a different department because no one will be able to take your spot.
Additionally, many employees were forced back into the office in August of 2021 because "covid was no longer a concern". We were told we would be spaced apart, which was a lie, because when we attempted to set up our workstations away from other people, we were told to move to be closer to our team, so we were right on top of other people. Nobody saw this as problem. Over 20 people tested positive for Covid and were out sick at various times between August and October, including myself. Not one e-mail confirming a positive test was sent out to the employees on site. All of this was swept under the rug and we were quietly sent to work from home again because of "rising covid levels" locally. Haha, okay.
You could be told by several people that you are doing excellent, but if someone else in power doesn't like you, they will come up with some arbitrary reason to let you go. Again, our department has lost nearly all of its tenured and experienced employees within the past year.
If you work here or are considering working here, get out while you can. There are similar positions with better pay and better management.
