This place is going downhill very fast. They don’t care about the future of the company, employees or customers. They only care about the short-term bottom line. They will boot you on a whim, replace you with whatever may come cheaper. Quality of the services, longevity and the success of a company, retention of the competent and hard working employees - any of the above is of no concern whatsoever.
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the same thing could be said to the serbian support. been 2+ years now and still they dont know what theyre doing how to assist canada. theres 1 guy that isnt offshored that fixes stuffs for us within 5-10min while the serbians takes days. I'm just hoping they keep that guy or we're fked as a client.
There are various support type contracts.
Some of them are only labour. No network connections needed, since such customers are having their own support teams, and just need hand on site.
Some are fully managed, with monitoring in place, and remote access tools for diagnostics and management.
Some of them are .gov which per US law should be conducted by US citizens on US soil ( real life says that sometimes that is only theory)
Some of them are not US based. EU based ones due to GDPR are not allowing any ot their own data to be stored outside EU (which ofteh has wider meaning, like not leaving Europe as a continent)
In the end it is not possible to have support teams solely in one country if the company wish to operate like a global service provider.
Work quality in the end depends on a person. Tehere were situation when single customer have reached "agent 1" who managed to demolish the site causing outages and money loss, and then it some other situaton same customer reaching Agent 2 who did complete oposite, both of them in the same office. So it is quite hard to tell india this, US that, or Serbia that ...
In the end it will be what will be. NCR, or any other company is not the only one existing. There is still plenty of opportuniies out there, specially in US and EU and it is up to everyone to find what best suits him/her.
Agree with the last comment on India team. They work 12 hrs days but produce nothing of consequence, tasks get escalate into other teams that get the job done in a day. They have no thought on making things smoother as throwing 5 people to do the same thing over and over again is easier than someone thinking about how to automate and make it better.
I could yap on about personal experiences but I'll keep it short.
There are customers who do not even want US to access their hosts much less employees in other countries. I've experienced a halted project just because the customer wouldn't allow network connection.
As for working with foreign counterparts, I've had abysmal experiences. I've become the sme as a new person when an India team has been supposedly supported the customer for 3 years. There's only been one project where I could rely on the India team. This happened on more than one project.
I had good experiences working with teams in Cebu. Unfortunately, those teams have been entirely rid.
As for Serbia, I have few experiences. There is one a--hole developer everyone dreads working with. I've heard several complaints from coworkers about their Serbian counterparts.
I believe there are people who want to do work and do their best. But it's not possible when the company doesn't even send equipment to them, doesn't send them working equipment,or doesn't provide adequate training.
I got laid off too. This place is numb to what makes sense business wise and are going into a spiral. I own stock and hopefully someone buys them on the cheap and does something impactful.
Well for the network conenctivity. Average out of major cities connection in USA is quite poor for business purposes. Ofter relies on LTE with poor signal.
Today most of the village houses, and soon each and every village house in Srrbia will be connected via fiber.
Equipement for remote support is mostly laptop and display.
Knowledge? Well there are few teams in Serbia dedicated to read .pdf manuals to NCR techs in filed. It is quite challenging for many CEs to download documentation read what is needed, and go to site, prepared for task, Instead of hireing capable field techs, put them thorugh proper training and give them competitive salaries, NCR's way is to hire someone who will support equipement that he/she never saw or touched, by reading documents avaliable to anyone in the company.
So, in the end, unfortunately, vast of US roles are easily replaceable by not so hard to find resources wherever they are.
Offshore counterparts don't do any work. They don't have equipment, network connection, nor skills and knowledge.
Don't waste your time training them if you're instructed to. You're still going to do all the work until you get laid off.