customer experience representative

technical support

TekSavvy Solutions Inc.

Was hired in the tech dept during a time that they were most obviously going downhill.

Wait times were almost 3 hours, supervisors/ Ad value workers did nothing to help other than walk around feeling important and proud of themselves

A lot of stress on front line staff to take the call volume. Laziness and entitlement resulted in a large loss of customers and company respect. All departments have melted into a puddle, what is the benefit of that??????

Paid however many thousands or millions on this vanguard system that completely failed when in all reality everything and more they wanted to improve on could have been figured out in a few weeks of boardroom meetings between talking to ALL members of the team.. managers, front line staff and all other departments .. to find a common goal.

Now they want everyone to be able to do everything instead of realizing the importance of having different departments who are masters at their work. Jack of all trades isnt great when mistakes are CONSTANTLY EVERYWHERE upsetting customers and causing delays to service. Found myself fixing mistakes made by certain people that get royal treatment by higher management for some Very unknown reason. Seen people lose accounts and respect by their lack of dilligence and still get treated well. Pathetic. 

I did get recognized for my good work numerous times, there was many fun days and free food days.

Pay was nice but wage has not kept up since minimum wage increased.

Coworkers were great but since I left many were also fired or quit. 

Also way too strict on lates, you will get fired if youre late more than 3 times

TO MANAGEMENT:
This vanguard culture needs to be seriously evaluated. Accept a mistake and fix things. You were a company people wanted to stay with, and respected. You could have spent the money on brightening up the front call centre room to match the companies colours instead of drab gray or maybe try this one ... ******actually TRAINING PEOPLE.****** 
Try and make this job stable for people so that turn over isnt so great and im sure you will have better workers. Putting fear into people of being fired isnt the way. Ad values DONT and NEVER add value!!!! Where are supervisors, and teams and departments ? Wheres the morale? The way it was from the start was perfect. Dont fix what wasnt broken

I loved my job and everything about it. When I started here I went from being a front line temporary part time representative to getting promoted to fulltime and the help line within less then a month of working there. At the time I started it wasn't an actual department just a dedicated few people who were chosen outright by management. I was told I'm a quick learner and got promoted very quick within the company once that was an actual position I got promoted to it right away. It was a smaller company when I started about 100 employees and when I left to relocate to Guelph it nearly reached 500 employees. To watch the company grow that quick was amazing and I'm happy I can say I was a part of that. I'm proud I worked for such a fun, fulfilling company that takes good care of their employees. A typical day of work for me was busy I was always doing something either over the phones helping agents on the floor to answer their questions, taking escalated calls or helping a customer upfront who wanted a supervisor. I was trained in various departments there so I would help maintain call volume by helping take front line calls when it got busy. I enjoyed my customers and worked with people I would call as my family. I sat in a row where there were just supervisors both in the technical support department and customer service department. There were many hard parts of my job as our department of supervisors was small we all worked together as a team and helped each other out when in need and worked under high pressure. The most enjoyable part of my job was everything even the hard times there the experience I gained working with this company and hearing a customer happy at the end of the call or that I helped an agent on the floor build confidence to ensure the customer was getting the right information was all that mattered. They really took good care of their employees by making sure we had snacks and fresh fruit and made sure to have incentives and activities for not just involving employees but our families as well.

TekSavvy is a great employer for the Chatham-Kent area. For the work and skill-set they ask of you, you get paid decent. There is a lot to remember. Your close coworkers and support (TNC) is what helps you succeed and complete your tasks in this job. With TekSavvy being a 24/7 operation, there is very little work-to-life balance. It is almost non existent. I get every other weekend off and you work 4 to 5 day stretches. You get a day off throughout the week. Morning and Night shifts are what you are mostly scheduled, with the occasional mid-shifts. The shifts last two weeks in length and often you are only given your schedule two weeks in advance. You are expected to work all holidays unless you try and schedule it off in advance. The only day they are closed is Christmas. You could be qualified for a position and they may not hire you for advancement. Favoritism is a big problem. It seems to be all in who you know. The workplace can seem very clique. Beware if you come across the leader of the Customer Relations team. He is fake as they come. Some-how some people have 8AM-5PM (MON-FRI) scheduling with weekends off while the others work their butts off supporting the company. Customer calls can be abusive with demands and you end up having to de-escalate often due to coworker processing errors/vendor issues. If you have a spine, can work customer service, have a willingness to learn, can de-escalate situations, and take some long phone calls that vary from 15 min to 4 hours in length, then TekSavvy will reward you with good pay. You can get stuck on a call that can come into the system 2 seconds before the end of your shift. You can be stuck on that call for an hour or two past and there is not much you can do about it. Don't try to have solid plans for any day or time as the company comes before your life. Your co-workers are what can keep you at this company or can also be what drives you away. You learn quickly how the company operates.

What is the best part of working at the company?
They give tones of training however it never ends up helping you in the long run as they provide the wrong information that you actually need. As soon  as they're done with you and before you're 90 days they will let you go, even if you show up on time every single day and do your job and they don't value anyone. 
People who had been there for over 10 years they just turned around and let them go.  So beware if you're looking for long term employment this company is t right for you!

What is the most stressful part about working at the company?
Never knowing the information that you need to complete your job, complete an order or not knowing how to complete an online order

What is the work environment and culture like at the company?
I have no clue now as I was working pre-covid and not sure if people have even returned to the building at this point. However when I was there it was just like highschool. Everyone had their clique and the new people were left to figure it all out on their own

What is a typical day like for you at the company?
Most days it was always running around trying to find the answers we weren't given during training. Very stressful not knowing the answers and always having to put people on hold for simple answers I didn't have and wasn't given. They need to rethink their training!

This is a fast-paced, high pressure call center, providing internet sales and troubleshooting.  As a customer service account manager, my position was to care for our customers from order to completion, via email and phone.  I loved the continuity of care for our customers.  We sent welcome emails, installation date, informing customers to contact us if there was a rejection on their order, following up on problematic installations and thanking them for their order.  My coworkers made the job fun and were just great people all the way around.  We all supported each other to ensure our customers received the best service possible.  The most difficult part of the job was trying to resolve problem accounts, as customers are in need of their internet services and delays can cost many people a lot of money.  
TekSavvy has moral boosting days, such as chili day, pizza day, theme days (pj day was the best!), family fun days etc.  
I learned so much about the back end of providing internet service, dealing with wholesale groups via email and phone to resolve service issues and liaising with different departments.

A typical day at work involves logging into the phones and dealing with any questions front-line agents may have that is not in their provided resources. Also includes dealing with escalated issues that go beyond the front- line agent. I've learned how to de-escalate situations and that you need to let the customer vent the frustrations and that in more cases than not, they aren't mad at you, they are frustrated with the situation and looking to you for help. The co-workers at TekSavvy are great and fun, they make the day go by faster, or make you feel better after a bad escalation. The hardest part of the job is that no matter what you do or how hard you try, you can't please every customer and sometimes it is out of your control to keep them a customer. The most enjoyable part of the job is being around fun, energetic people who also have the same goals
as I do. It's a good feeling to get off a call knowing you just helped out a customer and resolved their issue.

When interviewing for the job, it was made out to be very laid back and social. During training, there was a lot of talk about how the trainer would still be available to help us out with questions or setting us up with established employees to listen in on calls, but I had my emails go unanswered, and ended up taking advice from employees that I didn't realize didn't have the greatest work ethics or intentions in mind. I was very optimistic about this job until I realized I would have to train myself, and make a lot of mistakes, to be able to say I was comfortable going into work everyday. I ended up going back to school, and requested to go down to part time because the stress would have been far too much for me. I understand why they let me go after this request, but I wish I could have started there a few months earlier or met better mentors during my training.

I understand that call centres are a high-stress environment but the fact that there is no possible way to move up in the company just sickens me.
The people in charge are kind of a joke, especially because they pick favorites.
I worked my butt off to be a good employee, always helping people out and being supportive for over a year. I didn't even get considered once for a move-up in the company, nor did they even think that I was a good person to help train. Because the trainer picked his favorites.
Doesn't help too when you ask a question that isn't really anywhere to be found on the wiki and you ask an AV, they give a sigh, like you're bothering them. I'm sorry I'm asking you to do your job!
Eventually, I couldn't take the stress of the environment anymore and quit.
The main good thing is that the CEO actually cares about the employees and gives treats to them for working hard. It's a shame no one else does...

Your only movement within the company is if you are part of the Clique. Otherwise, there was very little room for movement. 
The constant fear of termination, very little compassion for work-life balance, poor attempts at boosting morale.
Too many people have inappropriate relationships with each other in order to move within the company. Senior management included.
Many marriages failed because of the high school environment. Also, the health of many of the staff suffered terribly because of the culture of disrespect, lack of empathy, and no regard for human capital.
Your mental health and well-being were not their priority and very little compassion was shown for that. You were merely a person in a chair selling services.
If you need the experience to move on, stick it out until you can pad your resume then move on. 
Remember, the place is a job, not a career.

Stressful place of work and no employee loyalty for any time of employment. Working there for over 5 years was good, but the end of my time there became unfortunately quite difficult for me to continue as the employer decided to micromanage and scrutinize me and 46 others. I loved my job up to the very last week of employment and never cared about the paycheck as I was in it for the customer base and the satisfaction of providing the best customer service experience overall! The company lost a valued employee, but this is something needless to say they should consider when they are making changes to their staffing and overall operation.

Top Job Titles	Average salary
Customer experience representative 4 salaries reported	$20.20 per hour
Technical support 3 salaries reported	$39,833 per year

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