Great Atmosphere. Poor Business Model - werkgeversreview Technical Support Specialist II bij CyberlinkASP

Great company and people to work for

What I did was remote that was nice

I really liked the company itself—the staff was very nice, I got along with almost everyone, and everyone was able to do their own thing. The company also provided snacks and drinks and would occasionally bring in food.

Coming in as a Level 1 support, the first week or two were great for getting a general idea of how everything works. However, there’s a big difference between learning something and actually performing the job. We were told training would last about two months, but by the end of the second week we were already placed on the main floor. At that point, the trainer began to seem annoyed when questions were asked. While I was genuinely trying to understand, I often felt discouraged or made to feel unworthy for not already knowing certain things. The workload is heavy, especially considering you’re expected to learn five different environments. Many companies are spread across different systems, which makes it extremely difficult to fully comprehend everything in such a short time. The first week of training is mostly spent just signing into and setting up multiple logins. It feels like a lot of information is thrown at you without sufficient hands-on training before being expected to perform independently. This is made more challenging by a trainer who becomes easily annoyed or passive-aggressive. Shortly after I started, three people quit within a few weeks. Many of the complaints were about the overwhelming workload and the amount of information, combined with inadequate training. It’s definitely not a role for just anyone. There’s a lot of work expected for a Level 1 position, and nothing truly prepares you because there’s something new to learn every day for different clients. I also feel the trainer was a major downfall. By about a month in, communication was minimal, and when I did ask questions, the help provided was very limited. It’s not a terrible job overall, but you don’t realize how demanding it is until you’re actually there. Some people may adapt more quickly, especially if they’ve done higher-level technical support before. However, the pay is basic and definitely does not reflect the amount of work required.