Man it used to be 60-90 minute wait times and usually you would get someone that knows something and can or at least will try to help. Now, no wait time but they are clueless af. Did they just hire a bunch of rookie secretaries. Here’s your ticket number. Have a great day. Wtf
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Thankless job like every job at Wells Fargo lol.
700 hired in India for tech connect.
Problem is that a primary metric is "Number of Tickets Closed". So to look better, they must open (and close) more tickets. With the new Snow system they are spending more time creating, massaging, and closing an equivalant number of tickets than they were prior (with the old system).
A low performing employee will look better than a higher performing employee simply by virtue of creating/closing more tickets.
It’s a ticket farm. You tell them the issue - they bang around the same KB you have access to, if they find a fix, maybe try it, maybe not. Open a ticket for next tier support to eventually get back to you on with the hope you fix it yourself, it fixes itself or you give up.
Wash. Rinse. Repeat.
I call them the Helpless Desk for a reason
I work in tech and tech is affected. Soooo, after waiting times of at least an hour for a good year or more, a big wig finally had had enough and went straight to Saul and Chuck. This prompted Saul to stop going to Starbucks and hire contractors asap. This decreased waits, but oooops, the contract was only 6 months. What they thought would happen is that they could swing it with contractors for 6 months, RTO would be a sucess and TC would be right back on track. Fail! So, they had to go out and actually hire a little under 300 tech workers, most sitting is SE Asia. Their job, so Saul doesn't get yelled out, spend as little time on the phone as possible, push tixs. And there you have it, hardly any wait times, but only a certain amount knows what to do. This will get better, hopefully, as they learn the ropes. Also, lots of techs were brought in for the past 2 years that had never worked the phones but could fix 90% percent of the issues. Most of those techs are back doing the job they did before, not TC.
In between sips of coffee SvB told us it was his bad for not having enough Tech Connect people on the desk. He ran out and hired a whole bunch of people and it’s not any better? You don’t say!
Raaaaaaaandy!
Bring back Randy!!!
TC has never had any clue what they were doing.