client services manager

TierPoint

They're a company that cares more about the "service" than the people, to the point where they made it perfectly clear that you were easily replaceable.  They care more about statistics than resolutions so they'll do everything they can to take down the ASA (Average Speed Answered) even if that means they just make a ticket and then tell the person they'll be called back by one of the two people on a given shift that know what they're doing.

They don't do anything to correct workers who constantly slack off or do things wrong but if you've shown that you're competent they'll be very concerned as to why your productivity is lower than what it was, despite it still being among the highest in the company.

The job itself is simple, to the point where the people that can't do it appear shockingly inept and you wonder how they manage to dress themselves in the morning.  The main issue is the customers.  During the days you have people that expect you to be some kind of movie hacker who can do anything and everything techy, despite the fact that they will often refuse to answer questions and even fight you for further details because they just need it fixed.  You aren't allowed to explain the nature of your job, how you're a third party given limited permissions, and they rarely understand why you have to send a case up to the companies actual technicians.  Who often will send a ticket back with a short sentence on what to do with no amplifying information, often something that isn't directly supported by documentation.

Overnights you deal with foreigners who don't understand the words they are using half the time.  They tend to be impatient and will often harass agents if they don't get their way, despite knowing that you are simply a middle man for the technician. 

Additionally the management is super lackluster, one even admitting that had they known the company was in the state it was in they never would have applied for their position.  They have hardly any decision making strengths and will tell you to simply wait for a better time when you explain that you hate your job and would like to work out some changes.  Not to mention they've straight lied to people about raises and blamed management shifts as to why it never happened. (It did eventually happen, only after working for quite a few months being paid less than people still in training.  Despite being able to handle every client they had.)

After I left they doubled down on micromanaging to monitoring bathroom breaks and cutting down the time you have to finish tickets after calls.  They expect robotic levels of work with bad pay.  I used to think the pay was great, but you can be making 20 bucks an hour delivering jimmie johns and you don't have to explain to a 68 year old nurse in new york what internet explorer is every other day.

Protip: They drug test for the job but not after, in fact we were told when we complained about an employee coming in high all the time that they weren't allowed to drug test them.  So yeah come in high or drunk nobody cares so long as you can sit in a chair and answer a phone.

Just don't drive drunk or high, respect the laws of the road and peoples safety.

After working there for a while, I realized that the only people who get treated well here are senior-level management. Promotions are impossible to come by otherwise, even for the most diligent and dependable employees. In my brief time there, I watched the same people get promoted multiple times while lower-level employees who did great work in extremely challenging conditions were left with nothing. The company also runs way too lean and understaffed as a way to beef up financials for the sale of the company, which is literally all the C-level cares about. This causes those who do work there a lot of unnecessary stress and exhaustion and no work-life balance whatsoever. The pay is 20% or more below industry standards, as another way of polishing up the company for potential buyers. It leaves employees overworked and underpaid. But management is paid fair market salary so they don't complain about it. Other employees, especially those in sales, are only concerned about bringing in revenue, even at the expense of coworkers. No one there treats anyone else with even a modicum of respect. It's a rough place to work but great if you don't care about your career. To sum up (tl;dr): Overworked, underpaid, management doesn't care about employees, no chance of advancement, no work-life balance, and my mental health is screwed up after less than three years there because everyone treats everyone else badly there.

Working here was a very disappointing experience. I was placed on the night shift with little to no training and expected to perform complex tasks without proper guidance. When I expressed my willingness to learn and improve, management gave minimal feedback or support. Instead of providing coaching, they escalated concerns directly to higher leadership, creating unnecessary stress. Less than two weeks after a performance discussion, I was abruptly terminated in a call with multiple managers and HR, without any real opportunity to apply the improvements I committed to. This demonstrated poor management, a lack of accountability in training, and a disregard for employee development. The company prioritizes unrealistic expectations over investing in their staff. Overall, I would not recommend this workplace to anyone seeking fair treatment, proper training, or supportive leadership.

TierPoint is mismanaged from the CEO down. The engineers are extremely smart but extremely overworked. Customers are taking notice. TierPoint management tries to operate with a barebones crew for each team. Anyone who has worked for this company for more than 4 months becomes demoralized and depressed from the lack of support from upper management. Their SOP is usually either out of date or incomplete, usually, the latter, making the job extremely difficult to perform. There are so many inconsistencies in procedures, it's almost impossible to do your job right every time. Also, if you handled your job right today, tomorrow it could be wrong. 

The worker bees are whats good with the company. They work hard and take a lot of guff. I have made several friends from the time I worked there. The management is what is failing the company. The board should clean house, starting with the CEO on down.

1980s mentality approach to most everything from the top down. “Be happy you have a job” style. “Encouraged to be part of the solution” as long as it aligns with what they want to hear and you fall in line with what they want done. 

The bus comes at people forward and backwards with no support nor real know how of leadership - especially when middle management feels threatened for being exposed as useless or ineffective.

Right hand is clueless. Left hand has no clue. Set people up to fail is their way of life. Good people leave when used up / fed up with the constant lack of direction and blame game. Less than stellar people who should be gone are dug in.

Pros:
Free soda, water, tea, coffee
Mints in the lobby o

Cons
Blame game everywhere.
Micromanagers In every department.
Useless and ineffective management in many areas.
Temper tantrums, back stabbing, toxic “leadership” at all levels. 
Zero culture. 
Little to no lead by example. 
Little to no advancement opportunity.

While the data center is a lovely place, it was a huge let down. With previous experience of low voltage and some networking and hired with excitement and told "perfect for the position", the position has NOTHING to do with low voltage nor networking. Hired a technician to waste away at a security guard position. Lack's communication. Night guards or "Facility Access Control Technician" has the worst position in the "TierPoint" industry as 1. day time employee's will get company paid lunch while night do not, day time employee's will get lunch breaks even if only 1 "Facility Access Control Technician" is available while night does not.

This company was easily the worst time i had ever spent with ANY company in my entire career.  The management (or lack thereof) is what turns this company into an abuser of it's employees.  The time I had been there I had experienced  some of the worst management from top to bottom of all time.  I saw in a 3 year period a complete regime change where after all was said and done none of the regular workers knew what direction they were going and frankly none of the managers did either.By the time I left I was depressed and demoralized. Managers just want to have stats to make themselves look good to upper management, and upper management just cared about their own paychecks and bonus's. If i had an enemy that I absolute hated I would not refer them to this company. JUST SAY NO!!

This was my first IT job and I am grateful for that but that is where my compliments to this company really end. 
I have very little to complain about when it comes to the people on my local team, including my direct manager. However, the people above are out of touch with/do not care about anyone under them.
Decisions that affect the employees seem to be based on how much money it will save.
Work life balance is a phrase that does not exist to them as well. 
Compensation is okay but benefits are lacking 
There seems to be a knowledge gap of what other teams can and cannot do that nobody is willing to address. 

Everyday has critical work that clients need supported, so the demand can be stressful at times. Attempting to solve the problems and own them until they are finished, cannot be stressed enough. A lot of management has changed and restructuring has caused disjointed groups and process. Attempts to fix this are underway. The culture does not exceed the expectations that have been set by upper management, but there are a lot of willing  and supportive staff members who do want to make it a better workplace. The hardest part is the lack of communication between employees, especially when making changes to central documentation.

Over 5 years with TP and it's honestly the best company to work for.  We're growing, investing in the future, highly analytical regarding fiscal status and strategy.  The element that stands out to anyone you ask is teamwork.  EVERYONE bends over backwards to help their team and peers.  I could talk for hours about how senior leadership are empowering, enabling, reenforces our culture.

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