technical support specialist

senior engineering technician

network technician

warehouse associate

voice engineer

Cloud5 Communications

Ostensibly, it's the perfect job. Don't have to leave the house, varying shifts, good pay.

Too bad the management says one thing and does another. When I was hired, it was ostensibly for customer service except they have no idea what that means.

To them, it's the script. Say the name twice. Ask them where they're coming from. Which all sounds fine until you realize how badly weighted the script is.

So then your tl works with you to get it back up

Too bad QA doesn't wait for you to put that into practice. I've had my review with my tl and then got audited the day after. You very quickly can start to panic and psych yourself out. Worse, management will be riding the tl to make you improve. 

Also hilariously one of the metrics is talk time. They insist you make a connection with the guest but you only get a certain amount of time to do it. So if you go over that's bad. Keeps you in the bad shifts. 

So you're expected to ask why they're staying (which is precisely as awkward sometimes as you'd think), tailor your sales pitch to their needs according to that answer, talk them into the rate then make sure they know all relevant  hotel policies. 

And all without going over that magical hht figure. 

Meanwhile, they're chronically understaffed which has you scrambling from one call to the other some days and you're expected to do everything while on calls. 

Need to put in an something on your timesheet or do the shift bid for next month? 

Do it on a call, but make sure you check back every two minutes while you make them wait to do work completely unrelated to their call. 

Quiz for a new property? Do it between calls or on the call.  Oh you can request a shift extension, but if you're on a night shift you might not be getting off work until 2am or later. 

Meanwhile, the stress will eventually start getting to you and if your scores slip so does your ranking. 

I know of one lady in a class near mine, she's on four months of 530 to 2 am. Their partner works days 

She sees him so little now she jokes that it's like he's working away she sees him so little. 

But forget complaining. They consider it your fault if you struggle. 

And when they are short staffed they'll offer all kinds if incentives to improve staffing through volunteers 

The agents already working that period get nothing. So they come in and work knowning the people helping are likely getting twice the pay.

And if that doesn't demoralize you, the chats will. They watch it all. You're not permitted to be too jokey or off topic  when someone asks a question. Magically the assistant TLs is who are never there to help when you need them will appear and smack you down.

Its alienating.

It could easily be so much better but not while these same people are running it. 

I like working at cloud5 communications. Is it stressful at times? Sure. But what job isn’t? This job is fast paced and it does require a lot of knowledge which comes through training. We work well as a team together. Management has been good. You absolutely have to enjoy customer service or you will not be successful. Yes, there is a script but it’s not to make things difficult for us agents, it’s to make sure our teams messaging is cohesive and that we are not all telling our customers different things. I admit, sometimes I struggle with script but I do my very best to get the reservation AND stick to my script at the same time. The management has been absolutely amazing. They have been supportive and always willing to help when an agent is struggling with anything. You get two consecutive days off a week. Benefits. You get paid more than min wage. Personally, I think this jobs pretty awesome. But you have to want to do well with an open mind to listen to sometimes negative feedback. To me, I’d rather be doing this than most anything else. Come and be a part of our team, you won’t regret it. 

My nearly 7 year journey at this company started as a Tier2 technician where I learned the nuts and bolts of telecommunications networking. That experience proved useful as I transitioned to a Logistics Coordinator role with the company. While I'm grateful for the many different skillsets I acquired during my time there, the company provided zero incentive for me to want to go above and beyond for them and the near poverty level pay was a perpetual insult. Textbook top heavy structure with peak cronyism at the executive level. The leadership culture ranged from tone deaf to outright willful ignorance with sales numbers being their only focus while the well being of the company's backbone, Operations, barely registered as an afterthought, nevermind a priority. While I genuinely enjoyed working with the people I was directly involved with. I cannot in good conscience recommend working for this organization to anyone who values their sanity and dignity. 

The place was awful to begine with. Youll never get comission because of the 6 different impossible qualifications you must meet plus you will never get a pay raise. There is no progressing with this company and they also lie about your job. You are NOT a travel agent by any means. Your the person that cleans up everyones mistakes. Highly recommend never working with this company. I did for 7 months and got let go half way through the day on the drop of a hat "due to a change in current business needs". Theres no future with working here and they will let you go any chance they get to save them some money. Stay far far far away from this unless you want total disappointment through the entire process. They had a meeting with us crying about the turn over rate being over 70% that should tell you something. Also you get pay deduction if you need to use the bathroom, not joking. 


The culture at cloud5 is so toxic you could choke on it.

There is very little support after training; it feels like you're thrown to the wolves. Their "help desk" refuses to take callers when you can't help them, and refuses to even answer questions that you may have in order to help customers better.

There is very little room for advancement, and there is a lot of preferential treatment.

Their script- sorry, "call flow"- is so strict it feels robotic, removing agency from their agents and making it impossible to get every point if a customer is any more chatty than a honeybadger.

This impossible script also makes their shift bidding a joke. Bids are based on stats, which are insanely impossible to hit unless you're a robot. If you do get bad stats, you get stuck on a worse shift, making it harder to book reservations, which in turn makes it hard to get a better shift.

Typical day of work is back to back phone calls. No minute in between them. Customers are often unhappy with service, angry callers, no time between to make notes or finalize anything. Management here is not good, they are often people with a low IQ who are promoted because of friendships. Most of the time managers have no idea what is going on, they are all overly critical and lazy. They provide no guidance or help. 

Hardest part of the job: Non stop phone calls, never a minute between, not a kind word from any managers, UNPAID BREAKS, undervalued, and if you need accommodations because life doesn't let you work until 3 AM. Guess what? Too bad. Low pay, and bad treatment from everyone higher than you.  No respect for anyone at all. 

Stay away from this place. Honestly, it isn't worth the 15 an hour. 

I was in a unique position and knew of Cloud5, having worked with them in a partner capacity for many years, before I made the transition and became a Cloud5 employee. I was drawn to the company because of the people who make Cloud5 what it is...highly intelligent, talented, hard-working, ridiculously customer focused and most importantly a band of very professional, driven people. Sounds overused to say it’s the people who make it worthwhile, in this case it rings true. I feel incredibly lucky to be part of an organization who is focused on advancing, expanding and growing while balancing drive, commitment and fun all at the same time.

The job as travel consultant was kind of misrepresented during the interview. The training although 8 weeks contained volumes of information to digest before answering calls. There was no way in 8 weeks you could become familiar and comfortable with all this info. However at the end of 8 weeks training you were thrown on the phones to learn what you didn't know on the fly. It was ok if you didn't know how to help the client and embarrassed yourself. Very stressful. Seems the company gets paid by Amex travel for each hour they have agents on the phones so there is constant pressure to get you on  he phones with clients as quickly as possible regardless of if you know the system or not.  You are told throughout training that a small percentage of hires make it to tenured agent status and there is a very high turnover rate. 

Cloud5 is a relatively small company, with under 50 employees at the Springfield, MA location. Due to the nature of the hotel communications business, the work is fast paced and often requires critical thinking and problem solving. 

As a finance and accounting intern, I mostly worked with AR and financial reporting, as well as customer invoicing. The work was diverse and rarely mundane, and I had the option of choosing to work on tasks I excelled at and enjoyed. Everyone is extremely friendly and willing to support initiatives to improve productivity.

If you enjoy learning about different aspects of the business and immersing yourself in a very tight-nit community, you will enjoy working at Cloud5 Communications.

This is the kind of job where every minute of you day must be submitted.  Go to the bathroom, submit it or you won't be payed,..etc.  Instead of tracking your productivity via cases you have completed, you will mostly be graded on "compliance" with your phone.  The company is looking for excuses not to pay you.  The also don't trust that you are working.

Additionally, this is the kind of job where you can't plan ahead for doctor's appointments or meals with your family because your schedule will change every month based upon rankings.  You can be in the top ranking and still get a schedule changed every month.

The job would be tolerable if the pay reflected the difficulties of working within this system,but it doesn't.  



Top Job Titles	Average Salary
Technical support specialist 2 salaries reported	$29.00 per hour
Senior engineering technician 2 salaries reported	$24.04 per hour
Network technician 2 salaries reported	$30.50 per hour
Warehouse associate 1 salary reported	$21.00 per hour
Voice engineer 1 salary reported	$68.00 per hour

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