There is a lot of work that needs to be done with this company, and if you are considering working here, you should really do your research to know what you are getting into. This isn’t just any ordinary support role, you are required to support EVERYTHING. This doesn’t seem like an issue, but when you get bombarded with questions that you actually do not have the tools to support and you are still expected to provide excellent support no matter what. Your KPI’s are almost impossible to reach, no matter how hard you try. A day in the life of a Guru consists of back to back phone calls for either part of your shift (8hrs) or half of your shift, where you better not take more than 5mins to finish your notes and send out an email. This is then followed by back to back chats, which just by the way you are expected to do 3 at a time (they don’t mention that in the interview process, this little nugget of information becomes known well into your training). You have an incredibly high workload, with constant interaction where all you do is try your best under the circumstances, all to be told during your QA that you are either a low performer or if you’re lucky average. There will be constant and borderline over the top goal setting, which in all honestly don’t lead to anything. The cherry on top the cake is that you will often get abusive merchants, and be prepared to be told that there is always something you could have done differently, even if they come in being completely rude, it feels like it will always be your fault that they are upset. Oh and support teams are often equally as rude when you require assistance, so be prepared to be the walking mat of the merchants and the company. It is completely and utterly mentally draining, so be prepared.
