customer service representative

technical support specialist

it manager

human resources generalist

call center representative

DependableIT Group INC

Daily routine:
Your first month will be a tier 1 agent who filters calls with no troubleshooting whatsoever. Eventually they will want you to reduce the CRAZY call load by becoming a tier 2 agent. At that point they will train you to handle as much campaigns as possible (fro poorly rated ISPs). When you're in that stage, the challenge starts for reals. Almost call after the other handling disabled computer illiterate customers. Basically, they get transferred from their ISPs who mostly screwed up big time and now they want you to take the blame and deal with those poor customers!!  
You will indeed learn how to react within stressful situations while handling stressful unreasonable continuous long calls. They will push all these scripts to make you someone who is able to SELL a plan and succeed at it or else YOU'RE OUT
They will train you once very briefly then PUSH you to use GOOGLE while on calls; this is the type of service you will be providing. All this while handling an irate customer who doesn't know why he is paying for something that should have been provided by his ISP for free!!

Physical demands:
Most of the shifts are long ones. Sitting continuously. Back pains, anxiety, fatigue and bad morale are all normal and you will for sure face being here. Let alone using old slow computers who stop working out of no where. One good thing is their at Home agent will allow you to do it from home but some conditions may apply!!!

Pay:
FYI this is a SECURE job. You will be paid close to min wage. If you meet their objectives you'll be given a max of .50cents increase on your pay cheque.

Colleagues:
Generally, you will meet dedicated individuals who are humble and who have nothing but this nightmare job to make a living. So you will easily be able to make friends as they strengthen the fact of having a very positive work environment.

Management:
Supervisors will help you to the best way possible. Support people are also there to provide close coaching. They will accommodate you whenever possible. Really understandable people!!

Higher management on the other side, live within their own UNREALISTIC day dreams. They push on you all these rules and set STRICT OBJECTIVES while paying you almost nothing in return... The CEO is the biggest joke of all; doesn't know anything of managing people....We used to have a nice lady who used to visit the call center between time to time and listen to our needs; and made a voice for us. THEY GOT RID OFF HER!!!!!!!!!

This is why this place is always hiring because NO ONE STAYS HERE!!!!!!!!!!!

Place is feels like a child decided they wanted to run a company that fills a specific niche and just went for it. 

Typically you are expected to do a 7.5-8 hour shift with 1-2 breaks (they short you if they schedule you for a 7.5, which is done frequently and deliberately,) where you are taking calls from people to help them the entire time with no down time allowed between calls. For the calls, you are expected to use outdated systems, and systems designed not for tech support but for sales to try and interface with outdated technology (to a minor extent,) combined with hoping the customers are cooperative enough to accurately troubleshoot their issues with you, for support you have very little, there is a line for a 'tier 2' tech support person, but half the time they will just demean you for not knowing what to do, and tell you to do the exact same thing without any thought, sometimes with the added bonus of hearing them crack wise about a coworker of yours when they pick up. When you get an angry customer you have no real respite besides trying to escalate them to a tier 2 agent, and half the time they will just tell you to continue troubleshooting with an unwilling customer, so you are forced into being verbally abused until the customer gets bored. 

Besides one manager who knows the job and is able to actually help people grow and improve, the rest of the people are entry level agents who were fast enough for a month that they got bumped up to a supervisory position. Literally half the people who are tech supervisors have either never performed the job of the people they are supervising or have only done it for a month or two, and are now in charge of people who have perhaps worked the job for years. Its entirely based off nepotism and call speeds since that is all the company cares about, nothing for employee well being, nothing for supporting workers, just getting calls done quickly, and flipping you into someone who can do it faster if you can't pick it up.

Best part of the job? The people you work with, you need to learn your coworkers because talking to them, getting help from them since supervisors literally do not help, talking through bad calls, cracking jokes to try and get through the day with no ac and only 2 small fans for a 200+ person office.

If you need money, they offer 15/hr starting wage, I'd recommend it only if you are very good at detaching yourself from your work and need the cash though.

Only benefit to this job is that it is WFH, and fairly easy if you're any good with computers (and actually given proper training, resources, and management).


Management used to be decent, and then any supervisors with a heart and soul were laid off along side countless useful employees (this WILL happen to you, not a matter of when, some there have been rehired multiple times, whenever the company deems them as useful as a warm body in a chair, so job security is non-existent), and everything has developed to be exponentially worse. Who could have guessed! 

Upon return from layoffs, all resources that were put into place to assist workers mid-call were gutted almost entirely, a couple hours of "refresh"
"training" (and from what I've gathered that is putting it extremely generously) was provided to those staff that did return, barely skimming over new responsibilities that were outlined to non-laid off staff as optional, but in reality are mandatory, being put in a worse position than they were in when they were let go, all while being expected to hit higher, and higher performance targets. 

(You can only bump them up by 10% so many times before you hit 100%)

As always, these new responsibilities are positioned as a way for staff to make more money, but are just a way for the company to not pay a decent hourly wage in the first place, something that would easily persuade people to do any number of additional tasks, without question, because that's how that transaction works.

Have a time machine? Apply here a few years ago (well before covid, well before overnight shift options were taken away to save the company money and provide a worse service, further angering the customers) and you will not regret it, just leave asap.

Need money while looking for something else? Apply here.

Otherwise? 

Run.


You deserve more than as close as possible to minimum wage they can muster to force unwanted, not commissioned, untrained sales offers onto yelling customers who are already just irate trying to get a hold of the closed billing department, when you are employed to do frontline technical support.

I have had many decent years here, and this will be my last, as no promotions are ever available, just bs "incentives" and "contests" that distract from how low the pay actually is.

The company was really good, management and co works are great. They gave me the requested shifts i asked for, gave me the days off i requested. The people working at the company are great.

  The goals the company wants of agents are unrealistic and very few people are getting to that goal they want, the people who are hitting that goal are cutting corners to get there. They want an average handle time of 7min per call, but to help walk an elderly person through an email client set up on a new device like  tablet or ipad can take  20-30min, especially because some of these people don't even know what an email client is or even where to find it on the device. Email client set ups are a common calls at least 5-10 a day. Also being trained in all 3 service, cable, internet and voip, a customer would call say one problem, then when that problem is resolved, they would say i'm also having problems with this service which then again makes the call way past 7min. Customers constantly request to speak with supervisors when they require a tech to come out to the house to resolve the problem and the time frame we give them is 8am-5pm 4-7 days from now, so they get no service until then. They speak to supervisors saying the agent wasn't good because we couldn't get them a sooner date but its the company that provides these dates to us, if we could offer a sooner date as agents would surely would offer a sooner date. Most of the time the supervisors were unable to take the call at the time, and we have to go back to an already angry person and tell them a supervisor isn't available right now and we'll have to get a supervisor to call you back in 24-48 hours. 

The company goals are just to unrealistic and not really obtainable unless your willing to cut corners and possibly also get in trouble for doing that for not following the exact procedures they lay out for agents.

This is an entry-level position, but having prior experience in IT, customer service, or general computer literacy will make the learning process much easier. The role mainly involves technical support-related tasks, so being comfortable with troubleshooting, multitasking, and communicating effectively with customers is important.

For individuals fresh out of high school or college, this can be a good opportunity to gain professional experience while developing communication, problem-solving, and technical support skills. Since it is a work-from-home position, the company provides the necessary PC setup and work equipment required for the role. The training period lasts around four weeks before employees begin working independently. The role can also become stressful during busy periods, particularly when handling difficult technical issues or high call volumes. However, with patience, effort, and consistency, the job becomes easier over time, and most people are capable of succeeding if they are willing to learn and adapt.

Some areas where the company could improve include employee quality of life and providing a longer, more in-depth training period to better cover all materials and procedures. Since the position can be stressful while offering relatively low pay, introducing benefits such as mandatory paid breaks and paid lunches would likely improve employee morale, reduce burnout, and help employees return to work more refreshed and productive. Providing more flexible yet consistent scheduling, along with a healthier work-life balance, would also greatly improve the overall employee experience and long-term job satisfaction.

Overall, I believe this is a good short-term position for individuals looking to gain experience. It provides valuable customer service and technical support experience that can help open doors to better opportunities in the future.

Typical day at work is receiving calls from customers and assist them with their technical needs, pretty basic in the most part if you know what you doing which most of the people in this place DON'T so you will notice something so simple may end up a terrible task. Learned some skills in this job some technical skills and some soft skills, management is the worst in this place so other than your direct floor supervisor the rest of the management is horrible starting from your line 2 support which they have absolutely no idea what they doing other than trying to get you off the phone if you ask for any help ( except maybe 1 or 2 I found really trying to help ) but in general if you try to reach out for help from your level 2 support good luck it won't happen, other area of management is as worse like HR or Scheduling if you try to ask a question or send them an email you definitely will get ignored as long as you're not one of their favourites they won't talk to you and you will notice some messed up things happening with your schedule or pay or vacation you name it, you will have to reach out to your supervisor to try to fix it because if you dare ask them about it you will be in their bad side and you will notice things will be getting worse ( within company rules and polices).
Pay is good for this type of position compare to other companies and you get increase based on your performance which is a good thing, have a good benefits package that start after 6 months of getting hired. 
The hardest part of this job is dealing with angry rude customers and some of the time you can't even give an answer because you have none ( back to your 0 support you're getting ), also bad management makes things harder to deal with.
Best part of this job is the fun work place, fun co-workers, great floor supervisors who are friendly and really trying to help the best they can.

Instead of writing a large essay about all the issues I had with this place, here's some highlights:

- The TL's started a food drive for a local foodbank and harassed employees to donate since it'd reflect well on them, despite openly advertising and hiring through Ontario Works (people on welfare)

-TL's would tell employees that "we're family here." yet without any irony would tell employees who were scheduled back to back opening/closing shifts "well, legally we're only required to give you 13 hours between shifts even if public transpo takes you 2 hours..." 

-If there were rewards for PSUs (selling overpriced internet/phone packages to customers) they were rarely dispensed and quickly dropped in value. One day they'd award $$$ to their favourites, the next day you'd be put in a draw for an "extra 15 minutes (unpaid) break." At one point scheduling messed up so bad they pretended to have a contest for a paid day off to make sure they weren't paying overtime/double time for double booked vacation time/shifts. 

-They have a ping pong table in the break room, but you will never use it. You will be scheduled absolutely bizarre and terrible shifts with maybe 15 minute breaks completely isolated from other employees. If you need to use the washroom you're only allowed 5 minutes A DAY or you get pay deducted.

-They have no understanding of disabilities and accommodations. Raise concerns and you'll be told to be quiet or fired before your 3 month probation is up. If you bring them up during the hiring interview they'll magically "forget" what you said. 

-TL's and office managers are completely useless, at times asking you "what would you like us to do" instead of doing their jobs. I don't know dude, if you've been office manager for 13 years here you should be able  to do your job by now, shouldn't you???

Working here they give you good training but not enough of it. Even working here for a year you’re constantly learning new things especially when they constantly change rules and regulations. You won’t get as much assistance with customers when you first start that you need. There is a group chat where you can ask for help or message a supervisor but, many times you get no response as they are busy as well. You can call “Csssupport” to help you but supervisors try to get you not to call them and will actually give you trouble because it causes to many “transfer rates” which to me makes no sense. If you need assistance with a matter to resolve the customers concerns and you’re on the phone you’ll have to put them on hold and try to figure it out on your own. Sometimes CSS support is very rude to you and belittle you. They’ll say things like “you should know how to do this” etc and nasty for no reason. Many things you deal with are not covered in training. I worked here for a year and  it was very stressful as they have no policy to protect mental health of employees. Customers are allowed to swear at you and belittle you you cannot hang up or you get in trouble and labeled as “call avoidance” I would recommend the job for learning purposes but not long term. Many things the company lacks. But most people are nice. They’ll ask you to work on weekends as well. I ended up quitting couldn’t take it anymore. There’s many other cons but it is nice for a bit. 

Boy i got alot to say about this place , Its a alright place to start if you are just starting out in IT and just need something to get your foot in the door and thats about it , you will quickly find yourself quite quitting and applying for other positions very quickly. For me this job made me the most exhausted, tired , angry/miserable all the time, the amount of work you have to do and Bs you put up with is not even worth it for the amount of pay, you are literally doing about 3-4 ppls jobs at once and They train you to basically take on more. I have worked for other IT places and did less work and got paid fairly , working here you just know they are taking advantage of you , when i say its just calls after calls from upset customers because the service isnt good at all and you will no the companies service is terrible has soon as you start because you get calls about the same issues over over with no downtime except for lunch and break, basically you have to be a sponge that absorbs all these customers anger/rudeness/emotions you cant even blame them because its just outrageous  while getting paid unfairly for 8 hours a day with a terrible schedule that you have no say so in, just for them to give you a 0.75 cents raise. There isnt room for growth at all , support is terrible(though other staff will always help you)  and the job still expect you to go above and beyond with no compensation or care that you are doing so. I have so much to say but i am just going to leave it at this short term yes long term no.

Pros
- Majority of the people who work there are great, friendly, and helpful
- Advancement and opportunities are pretty easy to come by. As long as you show up 
- The tech side is pretty easy when you actually look for the answers instead of asking someone else to find them for you

Cons
- The work is hard, the customers are angry from constant issues and the client doesn't care to fix a lot of them
- The client is just trying to milk their outsourcers as much as they can, giving them unachievable targets so they can pay them less. Since its an outsourcer company they can just threaten to find another one if their demands aren't met
- While opportunities and advancement are easy to come by when you're just starting, after a while it stops. There is no forward momentum and no structure
- New ideas and concepts are not accepted unless it comes from up top. The equipment is outdated and the software is outdated. When new ideas are given from below they are tossed aside if they cost money because the company wont invest on improvement.
- You can and will be blamed for things that are completely out of your control due to limitations that should have been fixed long ago but are not given priority since they aren't a problem at that time

Overall the experience you gain from the job can be beneficial and open doors else where. Until some serious changes are made the company will continue to spiral in a constant stream of mass hiring to fill for the people leaving due to not being able to build a career.

Top Job Titles	Average salary
Customer service representative 2 salaries reported	$17.50 per hour
Technical support specialist 1 salary reported	$19.00 per hour
It manager 1 salary reported	$81,267 per year
Human resources generalist 1 salary reported	$67,500 per year
Call center representative 1 salary reported	$45,000 per year

Working at DependableIT Group INC: company overview and reviews

DependableIT Group INC

DependableIT Group INC ratings

Popular jobs at DependableIT Group INC

Salary satisfaction

Job seeker tools

Employer Tools

Browse

Stay Connected