Pros
Very respectful and kind people. I feel supported in my career path.
Very amazing customers, knowledgeable and open to learning
Fairly good training, though go getter mentality is definitely needed in this role.
Consistent feedback on tickets which is helpful for improving communication, but not necessarily for better training on product knowledge
Support is led by veteran support members so whenever changes are being made, they are very knowledgable, technical, and considerate of the whole team top down.
Kontras
Paid hourly with low base pay, though working holidays, overtime and off hours can make up for it. Protects my hours though so this may be preferred
No yearly COLA raise, everything is merit/performance based. There are quarterly bonuses that reflect department performance
Mixed experience with managers' level of communication and engagment for career growth
Out of date docs, knowledge is often passed from experienced support and product members
At times feels like a lot ticket triaging and scheduling. Stressful to keep online statuses on and working in live queue
Diversity is severely lacking in leadership roles
Sometimes feels like the more good work you do, the more work you get in return. As any support jobs, the tickets are never ending.
