Run unless you really need the money - Tier I Tech Support Agent Conduent Employee Review

-you are expected to work your shift for a year before the company will allow you to participate in shift bidding....otherwise you may luck out if you find someone who wants to permanently trade shifts -you are "guaranteed" one particular day off during the week---the other day may vary based on client need so don't make any weekly plans too early -the training is really fast paced and you aren't allowed to write anything down except on the computer but you don't have the time to study your notes since you are only allowed to be on your computer during work hours -training doesn't really help you with your calls because they just give you examples of where to look for the answer but you don't actually do a call simulation -training is ONLY good for people who learn by hearing but someone who learns by hearing and seeing (because occasionally you will see a few things) could also benefit from training -there are A LOT of things they expect you to remember straight out training as if you have been there for years -there really isn't any hands on training until you get to "mentoring" which can occur as early as day 3 or 4 but even then you are just thrown on the phone with a mentor that is listening and suppose to be guiding you after they give you a 30 second tutorial on how to log calls (which takes a lot longer than that to figure out) -you can complete additional training geared toward your specific job but they prefer that you do it between calls just like how they want you to do everything else (check company email, review and acknowledge peer reviews/customer surveys, complete internal surveys)...if your boss is nice then they will schedule you some time to be off the phone and complete some of your training modules -support articles are always changing and you aren't given enough time to read and understand them before taking calls nor during the call -constantly given conflicting information (e.g. your trainer will teach/drill something into your head but your nesting supervisor and/or bridge (where you go after nesting but before production) supervisor will tell you not to follow your training on certain things) -you may not be given a choice of a schedule because they "claim" there aren't any available so if it doesn't work for you then turn down the job because they aren't trying to let you off of the schedule.....no matter what -the benefits package sucks and is expensive -you have to make sure you stay on top of them because they don't keep their word (they will change your shift start time and reduce your lunch time to 30 mins w/o notifying you in advance) -you're told to consult and/or escalate to Tier 2 when certain conditions apply but you still get reprimanded for it and sometimes Tier 2 doesn't want to take the call so they will submit negative peer feedback which means your supervisor will most likely take their side -they want to push hours, hours, hours of you being on the phone at what seems to be any cost and they don't care if you have a family/life outside of work hours (of course, it doesn't apply to upper management) -every 10 mins there is someone who wants/needs to trade a shift both temporarily and permanently due handle personal/family situations which shows just how much there isn't a work/life balance -you don't accrue PTO until 6 months of employment and even then you have to get permission from your supervisor before you can even submit a request to use it -if your shift ends at closing time then you have to stay over until you are given the "all clear" before you can clock out which can be up to 30 mins after your shift ends -if your call causes you to go past your last scheduled break time then you aren't allowed to take a break during the last hour of your shift without supervisor approval (which you may not get depending on who the closing supervisor is) -the systems go out often but that doesn't mean you get a break, it only means you have more work/steps to do since your tools aren't working -upper management doesn't want to take responsibility for anything if it doesn't put them in a good light -supervisors and co-workers are suppose to help you via chat but they barely respond so that leaves you hanging in the wind on a call that you need help with -the chat box can be extremely overwhelming at times because there are multiple people talking at once and messages can get mixed up, lost or never seen because the chat is going by so quick....often you have to repeat your question several times in before someone responds......IF THEY RESPOND! -they will lie to you and screw you over if you don't hold them accountable to their end of the agreement (pay rate, breaks/lunch, "guaranteed" shift) -the job is stressful if you aren't already familiar w/ the product and aren't trained good enough -if you have family and/or a life outside of work then this isn't the job for you -you have to sign a non-disclosure agreement (for a company named after a fruit) and you're never allowed to say who you worked on a project for....EVER....not even to your co-workers in another department nor to those who are actually employed by the client. You can't even tell the client if you interview with them that you worked for them nor will they consider you for employment until 6 months has passed from the time you last worked for the client -the headsets and internet phone suck because customers frequently complain that they can't hear you and no you can't call IT to help fix the problem because that is time off the phone and that means loss of money -they only care about surveys and metrics which means money to them but definitely NOT (LOWER -MID LEVEL) EMPLOYEES -most customers think they are better than and worth more than you because they own a popular and expensive cell phone/device so therefore they will talk to you in any way that makes them feel superior and content