That's about as cold as the zombie drone thinking that they are implementing. From the start, there was no human interaction and the job was remote only. I got a really poor impression from them. This is one of those companies that feels it's really really high-tech technology and stuff like that they believe in artificial intelligence, automation, and the employees are no more than a number or zombie drone. I apply for a job and never got a phone interview or a face-to-face interview. You could be terminated on day one for not passing their cognitive - more. Through your training, there are any number of hurdles for which they may terminate you for not passing to their liking. On top of this, the positions are extremely unstable. If they come to that conclusion too many times, they will terminate you. They use this data to, among other things, decide if you were unproductive for any given period, and if they come to that conclusion they will dock your pay.
Crossover for work software#
You also get extremely draconian oversight with webcam and 'productivity' surveillance through a software called WorkSmart, which basically takes pictures of you every 10 minutes at random intervals and tracks how many keystrokes and mouseclicks you've made. In addition, for the support position I briefly worked, there are 3 different 9-hour shifts you may be asked to work, you get little say in which one you get, it can change every month, and there are no shift differentials. In exchange for the pretty good pay, note that you get no healthcare, no other benefits, no paid time off(although taking unpaid time off within reason seemed pretty easy), no retirement, no maternity/paternity leave, no holidays, certainly no kind of stock benefits or profit sharing, you are financially responsible for all relevant hardware, and you're paid as a contractor.which means if you live in the US and some other places, you'll be paying extra taxes. But other than that, there's not much good to say. The pay is pretty good for the roles, and the system for payment is pretty transparent. The concept is great, the execution is one of the worst I've ever seen. Oh, and they seem to take pride in the fact that there is no holiday bonus, no vacation time, no benefits, even though you're required to work a full-time shift. Then there's the fact that they use intrusive and resource-intensive software to monitor your every click so they can second-guess everything you do should they feel the need. In short, be prepared to start supporting a product you barely understand because the training is so weak, without any support yourself because GOD HELP YOU if the answer was in the knowledgebase and you didn't find it (even though basic error message texts aren't quoted in the kb).
If you need help, good luck finding out who is even in charge of things because the documentation is so poor and people change roles every few months. You are completely siloed and expected to work within rigid confines of a macro-based system.
Just yesterday they shut down all the product-related chatrooms, so there's not even a point of collaboration for agents to learn from each other any more. When you finally do graduate and start working real tickets, you're largely left to your own resources. Their training program is "here's our knowledgebase with multiple layers of nested wiki-style documents, spend 40 hours a week learning them." They provide practice tickets which are run like you're on a game show, complete with "we can't give you hints" and completely cryptic responses from coaches.
Crossover for work how to#
Crossover's problem is that they don't know how to get where they want to go.
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