Sweeping changes that have made everything worse - Cloud Service Technician II Rightworks Employee Review

- This is where I get into the recent changes management have made. There is a new system in place that will auto-assign tickets to technicians even when they are in the queue. This leads you to always having at least 15 tickets you need to work and I have seen that number climb to nearly 40. All while you are constantly taking phone calls and not given a moment to breathe. They just made this change one day that easily triples to quadruples the amount of work you do on a daily basis with no change in pay. You are constantly drowning in work and it is nearly impossible to get your head above water. On top of this, there is now a system in place that tells you exactly how to spend every single minute of your day while management watches to see who is and who is not adhering to their schedule. If you spend too much time working on your auto-assigned tickets and not talking to one of the angry customers who are fed up with the slow-at-best cloud service, you will get a message from someone above you asking what you are doing and telling you that you need to be in the queue. They made this change just before tax season when the queues are the most busy and I have not heard a single person say they are able to maintain this absurd new workload. Many technicians have left and many more have put in their two weeks notice. To pay your technicians a paltry salary with awful PTO and then turn around and put the brunt of the work on them is insulting and despicable. This job has quickly gone from an enjoyable learning experience where you can work at your own pace to a micromanaged debilitating nightmare that I dread having to log into every day. - On top of this you are always at the risk of being scheduled to be "on-call" for a week. This means for a week you will work your regular shift and then also have to be ready to take a call on your personal device at any moment from 9 P.M. to 7 A.M. and then work your regular shift again. This leads to a constant anxiety of not knowing if you are going to be able to sleep at night or if you are going to get a call at two in the morning from some entitled CEO who wants to know how to download the Outlook mobile app. - There are frequent system and application incidents because the cloud-service offered by Right Networks seems to be held together by paper clips and bubble gum, leading to customers frequently being frustrated as they can not complete the simplest tasks. - I have seen a lot of other reviews mention this but I feel it bears repeating, this company is mostly white men. Of course there are employees who do not fall into that category but there is a staggering lack of diversity. - To summarize, you will do an excruciating amount of work dealing with annoyed customers and get paid no where near enough. The company knows that the job marketplace is difficult right now and they are exploiting their workers because they know the workers will have a hard time finding a job elsewhere right now. They are squeezing the maximum amount of work out of their employees while maintaining the minimum amount of pay. Some lovely people work here but the upper management is nothing more than a pack of money-hungry wolves looking to exploit their workers into making them more money. A month or two ago I would have happily recommended this place to others but now I can not in good conscience recommend anyone works here. BONUS: A manager in a meeting recently blatantly stated that profits were more important than the employees and their wellbeing. They recognize what they are doing by making the work excruciating but do not care because they are able to squeeze the life out of their techs while paying them barely enough.