technical support specialist

technical support

technical specialist

ambassador

helpdesk technician

Mural Technologies

Went through extensive training for support of Microsoft 365 business. The training lasted for 6 weeks.

The performance standards are pretty high. Your quality score cannot get below a 97% or you'll get written up. They have a laundry list of requirements for that quality score. 

They have a stringent performance policy towards 5 star reviews from the customer. You constantly dealing with ambiguity in order to get 5 stars and constantly walking on eggshells with the customers to avoid getting a negative review due to a Microsoft policy that you may never have control over.  Low customer reviews on stuff that you may never have control over may cost you your job too. 

The leadership there was inconsiderate and impatient with working with new hires there as well. They get really rude with you towards the end of training if there are some concepts you haven't grabbed yet. These folks demands nothing less than perfection or you're in trouble at this organization. 

Got on the floor and there were no segmentation of the tickets. Here I am at entry level handling calls that requires a engineer to troubleshoot.  They laid most of us off and towards eliminating our positions, they were throwing any ticket at us they could find. 

We got notice 2 weeks after getting hired that the company was doing a mass layoff and our training class was included. They gave us an open elimination date range and was fibbing us that we may keep our jobs based upon performance not tenure. They turned around at the end and told us a change in the organization structure and they ended up laying off many more people than they originally mentioned.  A lot of us were cut early or on the earliest cut date. 

This is a great place to work if you want to dip your toes into IT.
The trouble begins quickly when you hit a bump in the road, and need to reach out for help. Due to Covid, WFH has made getting prompt assistance with potentially complex issues very difficult, and can lead to a swell of work backlog; which in turn can cause you to end up on a slippery slope.
Team leads, while sometimes helpful, often end up unintentionally, and intentionally ostracizing certain work styles which also leads to difficulties.

The days can vary between breeze-easy, all the way to near death marches at the drop of a hat, and not pulling your weight even when you may have a fine reason, can lead to having talks with Team Leads and management; often times regarding how to improve, with most of the legwork in seeking improvement ending up being a game of figuring out what does and does not work which, in turn, can once again lead to more grueling work as you struggle to play catch up.

Most Team Leads will try to work with you, however at a certain point can also be a bit harsh and cold when it comes to the human aspect of the work, and the subsequent burn out that always follow thereafter. 

All-in-all, it's a great job that allows you to gain more knowledge into break/fix style support, and allows you to broaden your abilities within the Office suite; It can also be extremely brutal and leave you wanting to tap out week after week despite trying to uphold the needs of the company to your utmost.

Be prepared to have to fight for your sanity at times.

First of all, don't believe all the negative reviews by former employees. 

Mural is a company with a heart that cares about their employees' well-being. 
This company is a great company to work for, where we are a work family, to some this is a weird thing to deal with, however it works out well especially after Covid. 
We are not left to be a lone and solitary, we can always reach out in Teams and some even allow you reach out in text messages. Some people have become my friends and yes, some are considered my family. 

 I am proud to work for Mural. 

Like most companies after Covid, we went through changes that affected us all. Don and his management have all strived to do all they can, to keep us all employed. Did someone of us change departments? YES!! 

One thing to consider is this: we all work in a technology-based environment and technology is ever changing and evolving, so we need to adaptable and open to changes.  

Mural offers a Mural Culture group that meets to speak about how to raise morale and do more for the employees. We even have e-Clubs to join where if you have interest in things like books, arts & crafts, anime, gaming and more you can get together virtually with your co-workers. 

We get full training, computers to work with, incentives, virtual team outings, and a friendly work environment. 

The hardest part of the job is basically the surveys, where the admin can give you a bad rating if they have an attitude or a bad day. It would be nice if they would understand that we are all human beings as well. 

The best place about working here were the coworkers. Most people are very friendly and sociable, and willing to help. The job itself is very broad, and even the most knowledgeable people don't know the answer to everything. When in the office, asking for assistance from coworkers is encouraged. However, during work from home due to COVID-19, this has become much more difficult if not nonexistent. 

That being said, if you are struggling, it can be very hard to get help unless you know people who know the answer already. Management will not provide feedback that aides improvement and is known to beat employees down to their breaking points. Upper management is unwilling to assist in issues pertaining to individuals,  and in regards to the company as a whole they tend to use buzzwords and skirt around the tougher questions. 

It is very difficult to move up. Promotions are extremely limited and they do play favorites when they are available. Raises only go to the favorites on each team, and are limited as well. 

The job itself is high stress. You are dealing with usually irate customers who are expecting a "fix it now" interaction, which is not always possible. Daily work seems somewhat low, however it can build up due to random chance of getting extra difficult issues to take care of, or ones that require interactions with upper tiers. No recognition or leeway is given when those situations occur. 

They pretend they aren't "just a call center," but that's exactly what they are. Complete with nasty "team leads", unhelpful "resources" and leadership that basically cannot get their act together.
If you have actually worked in the field of IT support before, you recognize the practices at Mural as the very worste of the industry. Providing good customer service and actually fixing technical problems are not the goal. Getting people off the phone to meet idiotic volume metrics is the point. People are paying for this support, remember. 

You can pull in absolutely perfect satisfaction feedback from customers and be attacked by "team leads" in an aggressive manner that indicates they have zero people skills. And this is going to happen immediately. Be prepared. 

Have a complex issue and need help? Don't expect help. Ask every day for a week and if finally you get an answer, it's likely to be wrong and put you right back where you started. Why? Because the people in charge of "helping" you are inexperienced and often not tech people. They are call center people. And they don't know the difference.

Members of upper management like to hear themselves talk, but none of it is relevant to you. Buzzwords mostly. 

If you really need a job, I guess there are worse call centers. But there's a reason to avoid call centers and Mural is a model example. 

Hiring and training process wasn’t bad. I actually enjoyed it as well as the instructors.
You help customers/Admins from all over the world and assist them with Office 365 products. It’s really not too difficult. You have to take 5 tickets (which is manageable) but sometimes the issues customers have can and will take hours if not a day to resolve depending on the issue. You do have support (First Team and Next Team) but when they get backed up with other cases it can be overbearing at times when you need an answer there and then. 
The job requires a lot of Googling and looking up information. They want you to look for the answers online then begin troubleshooting from there. Most of the time you’re looking up answers on Google or even YouTube.
One of the things I didn’t like was that if you get tied up with a customer resolving an issue and if you didn’t hit your 5 calls or barely came up short that day, you’ll have to take an additional call the next day. Which is tough sometimes when you have to follow up with your Admins (Admins will ask you to call them back a couple hours later to see if issue is resolved).
If you’re good at research and can communicate with customers then it may be for you. Hope this helped.

When I started the work was supposed to be technical, which it was. However after a few months it became a sales game. Up sale customers on everything. Customers were getting blind sided by CentryLink (who installed their services) and by us once their appointments came through. For example: A guy would own a small lawn cutting service in the middle of the country, in a town with a population of 1500 where everyone knows everyone. He would get internet set up by CentryLink. CentryLink would tell  him "hey, because you signed up with us, we are giving you a free web page to display your business to the world." For free is great, but remember that this guy doesn't need the advertisement because his clientele consist of his neighbors, family members and the rest of the 1500 people that live in his community. When this guy would receive his appointment, his free website would become a major investment with up sales being presented to him. The idea of free would no longer be available because as we all know free is not good. He would need us to create his page or a partner service that both would charge 100's of dollars. The web site that was include (template based, drag and drop, populate your own information) would be sold as obsolete and this experience for the customer would turn into a frustrating one.

I was consistently overworked, putting in long hours while dealing with constant changes and unexpected challenges. Leadership often spoke about transparency, but in practice, it didn’t align—they were aware for two weeks that the company was in serious trouble, yet chose not to communicate that to the team.

The way things were handled felt disorganized and lacking in foresight. It was disappointing to see decisions made without considering the impact on employees.

This company tends to focus heavily on numbers, often at the expense of the people behind the work. Morale, communication, and respect for staff seemed to take a back seat.

That said, it may offer some experience for those early in their careers—but I’d advise going in with eyes wide open and low expectations regarding support and long-term stability.



You know when you start a job and everything seems great, and then about a month in or so (after training) the other shoe drops and you find out it's nowhere near as good as what you expected?

I kept waiting for that, and it's never happened.
I've been at Mural for a year now and it's honestly my favorite workplace to date. The work culture is fantastic, I'm not as melded into it as others, but you can clearly see that the overwhelming majority of upper management truly care and understand the importance of morale in a workplace and they excel at that.

A lot of great people work here and keep each other supported.
I love 'em to bits.

Starting off in the BA program as they call it, you are psuedo-sales. You interview for a technical job, but the expectations are for that of a sales job in the BA program. 

If you can get promoted out by sheer will and dumb luck, you will run into programs that are more technical, but also more morphing towards this awful model they propose, which is "value guidance"

Value guidance is just code for sales, and the paperwork expectations you have are unreal no matter what the position. 

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