technical support advisor

technical support

customer service representative

technical support specialist

technical support representative

Transcom

Where do I begin...? Let me start off by letting you know that many of the people who work here are great!!! They really do try and genuinely care for their fellow colleagues. As a sales specialest, I can attest to the fact that like many others on here, my experience has been far less than stellar. When I first started off, training was fun, informative and lead by someone more than capable of doing the job... not just doing it but excelling at and enjoying it! It all went down hill from there. This company has a massive management problem and the entire management structure needs to be completely reformed from the top down. The miscommunication in this place between colleagues is simply ludicrous! Everyone at Transcom is forced to use their system that has never worked and likely never will. They threaten disciplinary action if you don't use Google Chrome (a browser in which their system is usable) and demand you use Internet Explorer (where the system constantly errors out while in use) you'll be there on the phone with a customer and the system will freeze and error out and they literally tell you to say "we're experiencing an unexpected update" to the customer... ya... great customer service :) . (Ps. Pressing refresh doesn't solve the problem, if it did, it wouldn't reappear within 3 more clicks ;) They claim to be trying to fix the problem when anyone brings it up but let's be real, it's not happening. This is partly at the fault of the money they waste on junk food prizes that could go directly to hiring better people to fix their faulty systems. You have team leads yelling at you not to do things a certain way but of course they haven't sat down for any length of time long enough to realize that the way they are making their employees do things are incredibly inefficient and nonsensical (I know the team leads and floor supports are afraid to tell the higher ups when there is a problem... which constantly creates... well... PROBLEMS!). If you have any issues with your schedule in Empower being messed up by these people not knowing anything (and BELIEVE ME, you will have plenty) let me just say, good luck. It will never get resolved unless you go straight to HR and then they complain that you went to HR.... hmmmmmmmm.... make sense? Another massive issue here (touched on in another review) are the oversensitive social justice warriors who are scared of any opinion but their own and will report anyone to HR if their frail little opinions cross with an opposing one. Long story short, all of the problems at this place (and they are oh so numerous) are always "solved" by band-aid solutions that quickly fail and consistently ensure the chaos, miscommunication and mismanagement that is Transcom. I'll leave you with a tough question they're desperately trying to figure out... "Why is the employee turnover rate so high here?" hmmmmmm..... think long and hard about that one, and here's a hint, the answer does not include constantly hiring massive waves of new employees that dwindle down to a small few after they discover the mess of Transcom but rather, actually solving the problems that cause employees to detest working here in the first place :)

Please do not get to excited if you get an interview from them and don't feel pressure in the group interview. They hire you right on the spot after a brief chat cause what I have come to learn as I currently just quit, they don't care avbout your skills they just need numbers. The training is awesome and my trainer was amazing you will learn a lot. But once you hit that production floor all that confidence and guidance goes out the window. You are just a number always remember that every day. They like to gaslight alot and your work emails will be always full of "congratulations notifications" for what you did good and other workers, but then you start to see how annoying those emails are as they just seem automated. 

I am not sure who you will be working for, but I was put in as a Tier 1 specialist for Apple and let me tell you they do not care how good you are. The whole job is based on customer surveys on you and they will grill you hard. You can have the best work ethic and do the job perfect helping a customer and if that customer is to technologically handicapped and gets mad at you and leaves you a bad survey reveiw (which are recorded btw) QA and your team leader will grill you about it as if they don't want to admit the customer is wrong. Most negative surveys you will get are from spiteful lazy customers who do not want to follow instructions and you will always get grilled for it and you're TL and QA will never side with you. 

The amount of micro managing is beyond belief in this that you'd think they would see it from your POV if a negative survey clearly does not reflect the service you gave, but nope... still in trouble. Dont get me started on the software. Your main tool you use has articles for all the issues you deal with,  but then one day I asked if I was doing something wrong due to the information in the articles not matching some information we were taught in traighing and the answer I got was "sorry forgot to mention some of these articles are not updated". 

I biggest urk about this is they expect your calls to last 3 min... it takes some people especially the elder or not so tech savvy 10-15 mintues to even explain their issues so this target is beyond a joke. 

I've worked in call centers for over 15 years with high profile companies and this Apple campaign they have with Transcom is by far the worst, you are just a 
number and you will see this in your email all they they complain about is we need more people working shifts, extra shifts, over time, etc.

You will meet good people my trainer was the best, but at the end of the day all that fades when you are mentally drained from the constant micro management and negative feedback from QA and TLs.

I am currently thinking of leaving Transcom since all employees are overworked, and it is impossible to book a day off since they group everyone's day off based on a fixed time that they cannot go below. For example, currently, if I want to take time off regardless of PTO or UPTO, I have to wait 2 months in advance. The queue is 100% full, and everyone gets in trouble when it goes into code red, which is 99% of the time. You get two 15-minute breaks and an unpaid lunch; aside from that, there is no breathing room whatsoever. You're just on calls back to back. You are not appreciated at all. You get emails saying you are appreciated, but then every 5 minutes, you get sent an email saying we need people for overtime. If the customer is angry, and regardless of what you do, good or bad, you will still get a bad survey. Oh, and the survey is your fault, even if the customer is wrong. You just have to deal with it. So much compliance for stuff that does not make sense. All your good work is just for the manager to get a pat on the back from the higher-ups. No growth even if your scores are past the top 15%. I was told I was going to get a promotion, but then they wanted to change my schedule so that I would work on weekends and the night shift. You by no means are not a technical support, it is strictly customer support. You have no permissions whatsoever to help a customer or backend powers to solve issues; they recently just took away our last attribute to do anything that the customer can already do on their own. All support is done through comforting customers during their so-called hard times. Oh, and did I mention that when dealing with angry customers, you will receive DSAT surveys, and again, it is 100% your fault even if you did everything you can. Again, do not approach this job with a 10-foot pole. 

This job was stressful. You were screamed at by customers and tried to do basic tech support with no understanding of tech support.

The coaching was an absolute joke. Coaching was done merely to bully you.

At first I was made to go off the clock for coaching so I wouldn't be paid. Or they would try to hassle me on my breaks.

You were forced to agree with coaching emails with one sided information. You never got to review a transcript of the call, or hear the actual call.

When I complained about this approach the coaching was changed but then slowly another way of bullying you was implemented.

I would get marked down extensively for not attempting a sale when a customer called in the middle of a cable outage. How I am supposed to sell someone a service when it's not working to begin with?

From that point on whenever I took calls during a cable outage I would be coached, and never rewarded on any positive calls.

You would get coaching emails written in Engrish, or impossibly bad grammar coaching you for your grammar.

And people think this is a fun job. I quit as soon as I got a chance. I learned employers can treat you incredibly bad even though you're the frontline of their company earning them money. I doubt I'll find such a ridiculous employer unless I move to India.

Conducted custom script telemarketing calls for direct sales solicitation, debt collection, new product announcement, market research and other customer service activities to meet daily quota ensuring customer client service is provided. 
Handled challenging calls for their clients, such as sales confirmations and dissatisfied customers ensuring a successful resolution.
Ensuring CSR applies to the companies’ goal to ensure that a call is handled with the utmost care and accuracy.
Demonstrated effective communication in dealing with customers via telephone speaking in a clear and concise voice to enhance the reduction of call time.
Demonstrated a polite and courteous mannerism at all times.
Provided a one-to-one experience with each encounter increasing the customer satisfaction.
Provided online technical support utilizing proper tools and training to ensure effective results.
Participated in active online training updates to ensuring the most knowledgeable response effectively and efficiently when providing day to day customer service.
Interacted with all levels of staff, new hires, team leaders, supervisors, ensuring all interaction is honesty, dignity and respect and ensuring the same value is demonstrated through both employee and employer representation.

The main benefit...you work from home, if your schedule doesn't work for you long term it will take months to have you schedule changed to something more desirable and as a deterrent to changing your schedule if your current schedule has 2 guaranteed set days off they tell you those will likely change with only 1 guaranteed day & the other 1 or 2 on varying days. You're expected to be in a quiet environment all the time, so no deliveries knocking, no pets, no phone,  no kids...nothing...NO NOISE! There's the constant stress of following your schedule as closely as possible, so if lunch is set for 1pm try to adhere to that & be back online at 1:30pm sharp, don't go over cause that time will be taken back e.g of you work an 8hr day and you're late logging back on say by 2mins you will be paid for 7hrs 58mins and if it happens too often you may get a warning.
I could go on but if you're NOT OK with taking back to back calls all day, sometimes being yelled at, speaking to at times rude, entitled customers who you're still expected to be nice to then this isn't the job for you. 

A typical work day starts with me logging into my system 20 minutes before my resumption time , while I'm doing so ; I take the opportunity to check if any intranet update was posted or if I have any mail to reply to. After that I log into my phone using my avaya number and finally I auto-in to receive calls from customers. Work time is normally 8 hours and we have 1 hour break time which is share into (15minutes, 30minutes and 15minutes) .we take our break at least after 2 hours of work time. I learned how to treat customers right. The management team are made up of fantastic individuals and fun to be with. I had a good relationship with most of my co-workers. The headset part of the job is fun to me because I had one that was really beautiful. The hardest part of the job is when you are dealing with an irate customer and you offered them some customers resolution and they would refuse to go.The most enjoyable part of the job is that we are all allowed to go casual in our day to day dressing to work with the payment of 2 dollars only.

Worst job I have ever experienced. As a “temporary/contract” employee, there is a lot of pressure, no time off, no management is willing to help, never answer emails. 

Their programs are out of date and I always had tech issues which I was blamed for and not paid for those hours. 

You are verbally abused daily by the callers and there is not much training involved. 2 week training is pretty much watching unicorn videos and talking about things that don’t have to do with the programs. 

Rumours are the company is in the process of closing so I’m assuming that’s why it’s so poorly ran and unorganized. 

If you don’t meet 100% attendance ( even if you have a reason for the needed time off), and their certain times for calls you are sent a email with all staff and your name and numbers are highlighted in red for everyone to see.

A girl that worked with me got rushed to hospital and then was fired that day because she didn’t call in sick. She was terminated immediately after not logging in on time. 

Wouldn’t recommend this job to anyone.

I would reap the rewards of helping people abroad .
Learning that listening is part skill and sort of an art at the same time, good 
listeners make the front end of any business shine.
Always being mindfull of the management helps the team
overcome obstacles, and besides someone must hold the reins
Management is our tool.
The many lovely people I have met in this field of work keeps
me motivated.
Hardest part of the job would be creating everything virtually about yourself in the customers mind within fifteen seconds.  Customers cannot see us and this is why creating a mental image of what we can do for them is essential. The average customer forms an impression of us based on what we say in that first 15 seconds.

And finally we reap what we sow, If you take care of the front end, the back end will follow. 
When your job is geared around helping people ,the opportunities to enjoy the self gratification of being helpful on so many levels happens continuously.

The management at Transcom is the most dishonest group of people I have ever met.  They tell you that everything is getting better one day, and then fire a third of the staff the next.  One day, they told us that we were going to have a meeting about a new client and an expansion.  The following day, when we were supposed to tell us about the expansion, they told us that we were all laid off, but we could apply for our jobs again to work from home.  

Once we were working from home, which was the one good part about the job, they hired us on 3 month contracts, telling us that we would be laid off at the end, only to rehire some of us.  The people who got extensions were told to pretend that we were laid off too.  It was a culture of lies and deceit.  

If you are ever in the position where you need to work for Transcom, continue your job hunt and get out while you're still employed.  Don't expect a reference from these people, they will burn you out until you can't do the job anymore, and then let you go.

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