Decent pay, Poor management and Poor Quality, High Quantity Hours
Tier One Mac+ Technical Support Advisor (Ancien employé) – Peterborough, ON – 17 octobre 2018
A typical day at work is sitting down and logging into a workstation that hopefully works. If not, you may spend a significant amount of time trying to find a working station. Then you proceed to sit down on broken chairs for 8 hours and get yelled at by customers who want free devices, impossible appointments, or who do not want to listen to you. The system, like any call center, is based on statistics and you quickly learn how to function in the system, however meeting the requirements can be difficult and the coaching you get from managers often doesn't help you improve.
The job is good if you just need money. There are more hours available than anyone knows what to do with, but that being said, the extended hours are brutal and mandatory. The scheduling system is broken, and even top-performers end up getting weekend closing shifts. They will force you ahead before you are ready, and will penalize you for sick days. The only way to get a decent or even functioning schedule is through medical accommodations. If you have no way to request medical accommodations, you will be staying late every night.
They provide good training, but have cut it short in recent years due to the high turn-over rate. Most employees either last less than a year, or have been there for ten already. Management has no authority over scheduling requests, and this results in high absenteeism, high queue volume, and little, if any, time between calls.
You get vacation time as part time, but this is poorly managed. If you take the offered time, more often than not they will discover when you leave that they gave you too many vacation hours and will dock your last pay or demand that you pay them back. You really have to be ontop of your own pay and your own vacation hours, because they will let you take more than you've earned.
Lots of hours
Too many forced hours