Used to be the Rolls Royce of business software, now more like Easyjet - Customer Support Technician Sage Employee Review

Sage has been 'streamlining' year on year for about a decade now, slowly eroding everything that made the company great; staffing levels have been reduced or otherwise not increased where they should, performance targets have been increased year on year, pushing staff and stress levels to breaking point, customers are having to wait longer than ever before to receive lower quality support due to lack of training and experience as long serving technicians are driven away or managed out of the business and replaced by *cheaper* new starters. There is a marked an increase in sales focus [Sales training, even in technical support areas, exceeds actual product training by a factor of 2 at least] forcing customers to pay for support then pay again for training if they can't follow the support articles which are sent out by customer support instead of actually guiding the customer through the solution. Product development is focused almost exclusively on additional features that are only accessible through additional subscription costs to the customer and almost no resources are added to fixing known issues or making existing features better or easier to use. Internal processes are no better, Annual performance reviews are a farce because although you are allegedly benchmarked on a number of metrics, the only two that matter are your calls per hour and your sales target [yes, even in technical support your efficiency is based on sales!]