#support

If all these people we offshored these jobs to can only follow a simple script, why even have them? All they do is take a ticket, tell the user to restart their computer, and then assign it to some random engineering group that is only tangentially related, what are they good for? You don't even need AI to do something this simple.

If you or someone you know was affected today, please share the area impacted so we can stay updated. Our thoughts are with you, and we’re sending strength, care, and positive energy your way

https://timesofindia.indiatimes.com/education/news/us-may-slap-tariffs-on-it-service-exports-which-indian-tech-jobs-are-at-risk-and-who-could-gain/articleshow/123762260.cms

Is Support and R&D considered outsourcing ?

Are the IT people who are being laid off deleting the trouble tickets before doing anything to resolve them?

I know today and the next few days have and will be hard. The way this company is behaving is irrational; the colleague experience is not at the forefront of their minds nor the client experience that is preached about. Although they are preaching it is not cost savings it obviously is, they are chasing a number. This will not improve the stock price nor the client satisfaction levels. The actions taken today will have a huge impact of confidence levels from the board and analysts.

Today I have seen people in shock, hurt, and worried about their future. Whatever emotion you are feeling know it’s not a reflection of your talent or value. This thread is to offer support to those impacted.

You can’t even get through to them and you can tell those agents are miserable. Wayfair needs to rethink and retool this mess.

I feel so sorry for everyone who’s been let go. I truly hope they’ll land on their feet quickly, with better opportunities and a bit more luck on their side.

I’m committed to ensuring compassionate support for our colleagues who will be leaving the company as decisions are made - JR

What decisions and who is the axe coming for?

OEM team had the buggiest hit, ~ 50%+ including SVPs, PMs, DEV, and support

anyone knows if ORACLE is returning OEM? roadmap?

"Can we just have systems that work?

Follett OTC "best we can do is another VP"

Hi everyone - not necessarily a speculative post on what may come post the earnings call however sharing a dose of care to those reading this. LRs for the most part are decisions made on the role - not the individual. So, should you be wishing for an LR and it does happen, then I wish you all the best. Should it happen unexpectedly for you, take some time for self care, rewind and reset - we all deserve it. And, be assured that you will be OK, and perhaps even better than OK (well, from those I have spoken to in the past at least). Let's all support each other everyone. LR may come, it may not but let's all check in each other as the world needs it more than ever.

Getting support has been rather difficult lately. Any techies willing to share inside info on what’s happening?

I don’t know how many of you sell any client systems with ProSupport but nearly all of US support has been moved to Panama and Costa Rica. The only reason there’s any US agents left is because of Federal contracts but I’m sure they’ll find a way around that. Feels like deceptive marketing but they changed it to say ‘In region’ now.

I’ve also had some sales agents contact me about exchanges. You can’t get a system exchange if you receive a dead unit within the first 30 days. They have to go to care (good luck) or get a service call before even being considered. The goal is no exchanges at all even when warranted. They did a ‘cost of dsat’ analysis and determined it wasn’t worth a good survey to spend the money on it.

I feel powerless at trying to ‘save the sale’ from tech support sometimes because of our stupid processes.

Just random tech support venting. AMA

https://ticourbano.com/2023/07/18/sysco-expande-su-centro-de-soporte-global-en-costa-rica-con-una-inversion-de-5-millones/

https://ticourbano.com/2023/07/18/sysco-expande-su-centro-de-soporte-global-en-costa-rica-con-una-inversion-de-5-millones/

Does anyone know for certain what is happening with this group? There are many unconfirmed reports of this many parts of this group heading to the GSC in Costa Rica.