Pros
-*Managers and Leads listen, communication is a major key in making changes and identify situation. Feedback is always asked.
-Small team, the team is easy going to communicate with and after fairly familiar with one another, If one does not get an answer then loop in lead/manager if stuck.
-*Communications, Team is open to answer questions if not found in Knowledge base, Team will path if needed ideal area to resolve issues if needed.
-Clients based support so familiarity when talking to clients has been curated with contact list,
-English Support - meaning you are not required to know 2nd language and all communication are in english to not miscommunicate.
-Off Major holiday and earned PTO use. Salary does not earn PTO as its unlimited.
-Career opportunity in-organization first provided and referrable,
-Offsite Office events annually and certain events are sprinkled throughout the year.
-*Ticketing Metrics recognition but not competitive standard. There isn't a quota needed to be met but a progressive marks are acknowledged and played in reviews. This plays a big factor on quality services. If you do well and aren't overwhelmed constantly this should be fine. Coaching is for growth and always ask what could be done better by an example always. Team is also there to lift you on quality.
-Hybrid/remote - depends on the location and the current status of the office. As of now 2025 Florida is remote temporarily. Kansas is Hybrid.
-CEO past and current were passionate about their employees and wanted to see growth internally and clients externally.
* are some of my reason I would suggest this to another for the company, culture wise.
Cons
The following I believe is a common trait main companies have
-*High technical level - I would not suggest this being an entry company with basic skill set. This needs the basics of computer terminology, computer essentials knowledge and understand the flow of business function to feel comfortable in the support role. What we do in the role is troubleshoot the system but need to accurately identify the possibly situation to escalate OR train the client on how properly execute a feature.
-Training, this is an introduction era and the flow does not reflect actual reflection post training. Remote/hybrid jobs are difficult depending on the learning style. There is a helpful community willing to help and show how things work if you just ask.
-Process changes consistency, This could happen within a department or crossing department which could complicate to uphold of expectation. This is why one must be adaptable in the environment and address the process issues to better them instead.
-Documentation in Knowledge Base, this leads with the fact not many things are documented as new features are created constantly and some features are dropped. The public KB doesn't have many answers but have general ones are addressed. Most Knowledge of situations are team knowledge based as in the team could point the direction.
Specific trait about this company
-*Large complex system, many settings,many functions and possible different version branches so not all clients are identical. This makes a difficult aspect which you eventually learn who might be groups similar but all are unique.
-*Career opportunity is a challenging matter as the growth of one could be stunted. My personal growth updated about every 1.4 years within the department, Other's wanting to shift into other departments would need experience in the system to shift into the other departments or prior history. My best suggestion is feel the system out then addressing to career direction. Posts of opportunity are put internal first and interviewed.
* are reasons I would suggest highly against with only a learning curve being a problem.It is ideal to know how to ask for help and process information to grow.