Terribly managed, poorly supported employees
Pros
Good benefit plan, most of the senior people are friendly, but many of the new hires couldn't care less about interacting with their coworkers. Virtually all good traits have been removed since COVID started.
Cons
Upper management is short-sighted and doesn't actually care about the support team. They only look towards making themselves look good before the C levels. They only succeed in making the support team's life more difficult. Support team gets shafted and scapegoated at every opportunity, and feels like an afterthought. Every other department is treated better. Sales is beloved by upper management and it shows. All jobs in the company are paying significantly lower than the industry standard. Instead of giving people raises, they pay for mandatory sessions where employees are forced to share personal stories amongst themselves. Internal movement is nearly non-existent. In the last two years, only two people on the technical support team have been promoted internally to different roles. They make no attempt to offer training for other departments and often allude to future positions and opportunities, only to abruptly fill positions with external hires. Terrible hiring process results in many poor hires (largely due to the low pay causing them to scrape the bottom of the barrel). The support team has been through several managers in the last few years, each one more out of touch than the last or indifferent to the team. Most people in the support team didn't even realize who the last manager was until he was fired (and still not replaced). The support team is incredibly overworked. In the last two years, Beanfield has acquired several companies and the support team's workload has increased x10. However, the staff and pay has not increased at all. Other departments are constantly passing off their own work to them. Support team is expected to help troubleshoot customers from acquired companies but are given literally no training on how to support their services, and then gets berated by sales or upper management for somehow not knowing how to troubleshoot something they've never heard of before. Support team is overwhelmed and stuck on the phone all day and expected to handle dozens of tickets a day, and gets scolded whenever a single ticket falls through the cracks. There is a constant barraging of management demanding answers and demanding why something was missed, ignoring the fact that you've literally been on back-to-back phone calls for hours. Terrible on-call system that has been allegedly been phased out for nearly a year. Poorly trained overnight workers (not their fault) are expected to support customers in services they haven't been trained on, so they still escalate most issues to the on-call representative.
