Pros
Camaraderie & Team Collaboration: The Support team has a strong sense of camaraderie. There's a real sense of teamwork and mutual support among colleagues. The team members are knowledgeable, and the sharing of expertise is encouraged. Knowledge-Centered Culture (Initially): Initially, the organization fostered a knowledge-centered approach within the Support team. This allowed for continuous learning, growth, and the delivery of high-quality service to customers. Opportunities for Skill Development: Employees are often exposed to a wide variety of challenges that help them expand their skill set, particularly in technical areas. Supportive Colleagues: The work environment has a supportive culture, with team members always willing to lend a helping hand when needed.
Cons
Shift in Focus to Call-Center Model: The management has moved away from the knowledge-based approach, transitioning Support into a call-center environment. This shift has diluted the quality of service and affected employee satisfaction. Previously, the team was encouraged to provide thoughtful, knowledgeable support, but now the focus seems more on volume than quality. Management's Lack of Experience in Support: The current leadership does not have a strong background in Customer Support but comes from a banking call-center environment. This shift in leadership style has not translated well into the needs and expectations of a technical support team, leading to misaligned priorities. Decreased Focus on Quality: With the transition to a call-center model, the emphasis on delivering quality, in-depth solutions has been replaced by a focus on call times and speed. This has resulted in a decrease in overall customer satisfaction and support quality. Lack of Understanding of Support Roles: The management’s lack of experience in customer support has led to decisions that may not align with the actual needs of the support team, leading to frustration among employees.