Was a better company a few years ago - Technical Support Agent SofterWare Employee Review

Thank you for your feedback and for providing meaningful guidance on how we can improve. When the company recognized the health dangers of the pandemic, we immediately put into effect a work from home policy, weeks before the state officially closed the offices. Seeing the benefits of this flexible work arrangement, SofterWare revised its work from home policies to enable nearly all employees the option of permanent work from home when the pandemic ends. The support role does require availability to answer questions from our customers during traditional work hours, so we’re limited in what we can do in terms of work hour flexibility. That said, we offer early and late shifts, we’re testing a mid-day phone break, and we’re constantly evaluating what else we can do to accommodate our staff while maintaining top support for our clients. We encourage you to share your ideas with your manager. SofterWare is committed to providing a rewarding career, both professionally and monetarily, to our staff. In terms of salary and benefits, we benchmark our salaries against similar roles in the area to ensure we’re competitive. Plus, we offer an incentive quarterly bonus as part of the total salary package. SofterWare is also proud to offer something many companies do not, which is a yearly share of the company’s profits. In addition, we offer a company match 401K, paid healthcare and disability insurance, paid time off, annual salary increases, and paid professional development including tuition reimbursement. In terms of career paths, we recognize the desire for our team to grow professionally and advance in their careers. To that end, SofterWare has made it part of our staff’s monthly one on one meetings with their managers to explore the staff member’s 3-5 year career goals and what concrete steps we can take to achieve them. Those steps include internships with other departments. We also seek to promote internally whenever possible for new positions, including on the job training. In fact, our senior vice president started in support! It's important to state that SofterWare does not, and will never, ask any employee to write “fake/planted” reviews on Glassdoor or any other review site. We do encourage participation here and elsewhere, but we never tell employees what to say. The reviews you see on Glassdoor, both positive and constructive, reflect the genuine views of the individuals. We strive to learn how we can do better from the constructive reviews, and what we should keep doing from the positive ones. We encourage you to speak to your manager about your concerns so you can have an exciting, rewarding and fulfilling career at SofterWare. Kathy Piunti, Vice President of HR