Great internal company culture falls short of offsetting toxic industry expectations - Tech Support CSR1 OneSupport Employee Review
- 4.030 May 2023Tech Support CSR1Former Employee, less than 1 yearSan Marcos, TX
Pros
-Trainers and team leads are very supportive, understanding, and patient. It's clear that they really want you to succeed. -Very flexible scheduling -The team leads are more willing to collaboratively work with their team members to address and accommodate needs and concerns than any other employer I have worked for -Coaching and skill development is prioritized over disciplinary actions with regard to addressing job performance concerns -Focuses on upskilling and promoting existing employees to fill higher level vacancies, providing a lot of opportunities for advancement within the company
Cons
-The company culture of client companies that OneSupport contracts out to often fall far short of the company culture of OneSupport itself -The target goals for job performance metrics are often unreasonable and/or present conflicting priorities. For instance, employees are required to maintain a certain average call handle time to remain in good standing, but the amount of time it takes to actually resolve a call is highly dependent upon the nature of the issue we are troubleshooting, the customer's level of comfort and familiarity with their devices, and the response times of escalation path approvals. -The QA team doesn't actually know the rules and requirements for the contracts that they are reviewing calls for, resulting in employees failing QA screenings due to incorrect criteria being used with such frequency that the team leads often ignore their feedback entirely -The pacing is grueling and majority of the calls are mentally and emotionally draining to the point that I frequently found myself spending most of my time between shifts mentally and emotionally recovering enough to get through the next shift
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Other Employee Reviews
- 5.026 Oct 2023Customer Service Representative (CSR)Former Employee, more than 3 years
Pros
Raises are given regularly. You always have an L2 agent ready to assist when needed. They only promote from within. You can work from home.
Cons
Depending on the contract you may reach a pay cap and your hours may get reduced. There was a period when one of the contracts was expected to end and some employees were sadly laid off due to lack of contract work, but this is rare. The call volume can get rough during certain points of the day.
- 2.09 Oct 2023Customer Service Representative (CSR)Current Employee, less than 1 yearAustin, TX
Pros
Working from home and not having to talk to people face to face.
Cons
Terrible training, management is unorganized, policies constantly updated so rules can be one thing one day and another thing the next day. Software sometimes doesn't work properly but the employee is penalized for something that they can't control. There's a bathroom queue and most days you'll be waiting on people to either take their bathroom breaks or come back from them and you could be waiting anywhere between 5 minutes or 1 hour + if people forget their queued. You're expected to know a bunch of stuff and are 'coached' if you don't. The pay is so low that it would be too expensive to add medical benefits and this job requires way too much for just 12/hr. If this job comes across your dashboard, keep looking, This job may as well be a scam.
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