Pros
It can be a relaxed atmosphere. You get free food once in a while
Cons
-Cross training: Expect to support multiple products with barely any training. The training for the original support product was good. It took about 30 days to go through it. Now they are making us take on other products with only 8 hours of training! I feel bad for any customer who pay thousands of dollars and get a support rep that knows less about the product then they do. Each product you become 'trained' on doubles your work load so expect to take a lot more calls. -Lack of compensation for increased work: If you are unlucky enough to be 'crosstrained' don't expect to get paid more, even though you ARE doing two jobs at the same time. Other techs have been assigned tasks such as being administrators for Sage City, or other non-support tasks without any bonuses/pay raises. Sage doesn't believe in compensating for you doing additional work. -They removed hazard weather pay, just to save money. Can't work from home when it snows? Too bad, use your vacation time. -Removal of all bonuses/perks: In the past 6 months they've removed all bonuses/rewards for doing exceptional work. You used to be able to earn one paid day off a month and earn an extra couple hundred dollars a quarter. -Four people have left the support department in the past few months and management has stated they will not be hiring new people. When 35% percent of the department leaves, you should at least try to replace them. I hope our customers love their longer hold times! -Huge disconnect between employees and management: It amazes me how blind the upper management is. Either lower management is not doing they're job reporting what issues there are, or they're just sweeping it under the rug. Fun fact: We use to get surveys every quarter on how we like the job and the companies direction, but ever since these changes started rolling in over a year ago we haven't had a single survey. Hmm....