Millennial Paradise - Technical Support Analyst HCSS Employee Review

I really feel for you and appreciate you sharing your thoughts. However, I'd like to clarify some of the points you mentioned in your review to provide a more holistic perspective. In the past year, we have had 12 promotions to new roles in tech support alone, including numerous others that are still in the works since our department is constantly expanding. It's something I'm proud to highlight, since Technical Support is the gateway to long-term success at the company. This includes myself, as I started as a Technical Support Analyst in 2011. I'll also explain our after-hours rotation for more clarity. Every 5 weeks, one of our agents is on rotation to take overnight calls. Most of our after-hours calls (95%) are between 8-11pm which averages to about 2-6 calls/night, depending on the weekday. On weekends, we have a primary and secondary person covering the phones. The current rotation is once (as a primary and secondary) every 24 weeks. We provide additional PTO for these individuals, regardless if they received any calls or not. This is clarified during the interview process so that every new Tech Support hire understands their responsibilities. Part of our mission is to provide friendly and helpful service to customers, meaning that our Tech Support Analysts (as well as all members of the HCSS team) are held to this standard. We have a selective recruitment process to ensure the right people who join the team have a willingness to help others. I can assure you that we don't have a single person in the department that's "refusing" or not wanting to take calls. Part of our vision is to be an employer of choice and the best place to work for people who fit. If HCSS isn't the right fit, that's okay. Stop by my office anytime; I want to listen to your concerns and help you navigate your next steps, whether it's at HCSS or beyond. Thanks, Admir