Worst IT environment I have ever had the displeasure of working in. - werkgeversreview Customer Care Technician bij mindSHIFT

Refusal to hire enough people in all departments, causing extremely overworked employees, and mass exoduses as employees find new jobs. The customer care call center is severely overwhelmed with calls, causing stress levels to go through the roof for the level 1 techs, and level 2 techs who are forced to answer the phones for a few hours a day, putting their normal work on hold, which then piles up way beyond a manageable level. There used to be employee of the month, competitions, free lunches and multiple other incentives to keep employees going. All of that has disappeared, leaving ZERO incentive or motivation. Every once in a while when it is really busy, they will bring in lunch, but then tell employees to eat at their desks while working, denying them to be able to leave for their lunch, turning the free lunch motivation into de-motivation. Management begs employees every single week for overtime to cover weekends and after hours, but then pays only straight time. Mindshift focuses WAY to much on getting new customers, with total disregard for their current customers, until said customers scream about the horrible service. Techs are then told to focus on those clients until they are happy again, only for other clients to go into red status. This causes most clients to go to a new IT provider when their contract is up, or even cancel their contracts early, baring the early termination fee just to get away from mindshift. Hundreds of customers, each with completely different processes/rules/products. The ticketing system is terrible at keeping pertinent information available in a timely matter. There is WAY too much information to have to know about each client when a call comes in. WAY too many new products to learn, and ZERO training of any kind. Pay is offensively low. Raises are non existent, only cost of living increases are given. No salary increases for promotions (if you can manage to get one). Caps are set on pay, so if you within that pay cap, you get no increase year after year. Performance reviews for the year are based only on how buddy buddy you are with the reviewer. Employees who do clearly terrible all year, but are good buddies with the reviewer get much better reviews. Performance reviews for the year mean absolutely nothing when it comes to raise time. An employee who does terribly all year, will get an equal cost of living increase to the one that shines. Processes in customer care change constantly to try to get the phones answered better and keep the customers happy, however every single change fails horribly, and the center reverts back to how it always was. Customer care has the same amount of people it had 1-3 years ago, but easily 33-50% more calls coming in. One of the process changes was to reduce lunches to 30 minutes to get more work time out of employees. Empty promises such as: Promised new employees, but then it falls through and they instead try and change a process to fix the problems with the same amount of employees. Promised training, but then decides its cheaper and easier to have the customer care technicians who have no training/knowledge on the products to train their peers (on weekends for straight time "overtime" of course) Promises of a better ticketing system which never changes/gets fixed/works. Promises fixes to the phone system to get tier 2 off the phones and back to working their cases as they should be, but the fixes never work, and tier 2 is forced back on the phones while internal systems goes back to the drawing board for their next failure Management asks employees all the time what they can do to fix the center (because management has no clue) but then ignores any advice/suggestions given. Sales will do absolutely anything to get a new client, which leads to a downward spiral of disaster. Sales promises anything to get the client, including things that the rest of the company cannot support. The deployment engineers then fail royally on the deployment as they cannot do what sales promises. Customers are turned over after the deployment to support anyways, and then scream and go into red status when nobody can support their environment. The account managers then take heat from the companies point of contact because support isn't being given as promised. This causes everyone including the client (except sales) to be miserable. Different departments have different processes for EVERYTHING and no other section knows how other sections do processes, causing mass confusion trying to get anything done. Mindshift decided that the amount of PTO that long time employees received was too much and lowered it. All PTO is use/lose, forcing everyone to scramble to take PTO at the end of the year, which in a lot of cases cant happen, causing employees to lose PTO (mindshift will not pay for unused leave, you lose it) ZERO career path options. You are pretty much stuck in your position for life, unless someone else quits.