Jason Caras

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11/03/2020 @ 02:53 am

Don't apply, you're better off looking elsewhere. THERE IS A REASON FOR THE BAD REVIEWS. Where do I begin with this horrible place... First off, there is NO documentation on anything for ANYTHING. You either have to figure it out on your own by searching online or hope that the person that has dealt with the issue before is in the office or online so you can ask them. When I had started with the company, they had their two main clients as separate queues. Some analysts would deal with the main ITA calls, while the others dealt with Eckerd. We were in the upstairs help desk area and were then moved downstairs next to the engineers because we were told, ?The engineers are going to be there for you as a point of escalation in case you get stuck.? Shortly after this, the engineers were moved back upstairs. Then, if you had to try and get help, you usually had to go upstairs to get someone?s attention. Most of them would just blow us off anyways because they said they had more important things to do. EVEN THOUGH, we were told that they are going to be an escalation point for us. After this point, the senior technician was let go and our manager was moving to another department. For a few months we didn?t have any type of supervisor besides our system administrator. Then, management thought it would be a brilliant idea to throw everyone into the same queue. Management said that it made more sense to have us dual skilled so that their clients wouldn't have to wait on hold longer for someone that is only skilled for ITA calls. This is understandable, but when we shifted to this transition, we received ZERO training for how to do anything with ITA clients. The ITA analysts also received NO training for Eckerd. Granted, if you knew how to troubleshoot computer issues in general, you had a head start. Every time we received a call from an ITA client, we had to look up information about their infrastructure (because each company is setup differently). So, while management viewed it as a plus, it was actually a negative because we had to spend more time learning about the company in order to solve their problem while other ITA or Eckerd calls waited on hold. It looked good from an ASA perspective, but the total SLA suffered due to this poor decision. The company expects a lot out of you without giving you the tools to be successful. It is VERY stressful in these cases where you have no one to reach out to, no knowledge base, and no escalation points. I had also taken a two-week vacation while I was working there. During that time, I wasn?t at work, I missed a company meeting and APPARENTLY a schedule change. When I came back to work, I had a new schedule sitting on my desk. No discussion at all. When I approached management on this, I got the ?Okay, so what?s the problem?? response. Absolutely one of the WORST companies I have worked for.

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