Don't Drink the Culture Koolaid - Customer Service Technician Rackspace Technology Employee Review

This is a true call center. There are not enough heads to cover the amount of volume. You will be on the phone from the moment you clock in to the moment you clock out. However, there is a whopping amount of favoritism in this department and a handful of employees get to aux out of phones to work on "special projects" while the rest of the team drowns in the phone queue. The ones chained to their desk, ear glued to the phone, are micro-managed for every aux and will be asked to jump back in the queue. Meanwhile, the elite few favorites are auxed googling flights, watching youtube videos or walking around talking to other teams. New employees are paid more than loyal tenured employees. For example, a 3-year veteran on the support floor will be paid less than or the same as an employee just hired and will be expected to train him/her and take their escalations when the issue is too difficult. It is completely unbalanced and unfair. Management is aware of the unbalance and their response is “it is what it is”. This is just my experience in this department. I cannot say whether or not this is the case in others.