Pros
-Casual dress code -Some good people -Occasional work from home opportunities (some reps work from home full time depending on proximity to office) -Able to work mostly on your own (though this varies from department to department, and even from day to day within a department) -Decent health and related benefits -Good holiday pay for days that are listed as company holidays but require Support to be on the clock (too many of those for my taste, but at least it's good money - 8 hours plus the hours you actually work)
Kontras
-Lower to mid management seems uninterested in fixing systemic problems that affect the everyday work conditions of the "grunts". They seem more interested in making their superiors happy than their subordinates. -Support is seemingly the only team held accountable for anything. Grizzled veterans of other departments routinely drop the ball with no apparent consequences. -There is no appreciation for what support does outside of the support team itself, and even within the department it is lacking. Other departments view support as a dumping ground rather than a valued resource, and Support is often outright asked to do things by other Epicor employees that they're not trained or authorized to do. This creates unnecessary work and gives customers the impression that support is to blame for the situation, thus increasing stress. This is treated as "par for the course", and office politics prevent anyone from being confronted about it. -There seems to be no common priorities, management style, or direction across departments, often leading to situations where the left hand doesn't know what the right hand is doing, so to speak. -Focus among higher management is on dollars and driving sales by creating new functionality, rather than customer satisfaction and tightening up functionality that already exists - important things that get occasional lip service and little else. -Generally below market compensation for similar positions, because raises are extremely infrequent. Merit increases and 401(k) matching contributions were cancelled company-wide at least twice during my tenure there in favor of paying off corporate debts. If you don't get an actual promotion, chances are good you won't get a raise at all even with good performance reviews.. -Little to no room for advancement for lower level employees, as lower and middle management positions are all currently filled by people who have been there for a long time but also are not close to retirement age and don't appear to be going anywhere. -Lousy vacation policy. There is a limit to the number of support staff who can be out on a given day, which is fine. However, if all the days you request get rejected and you get to the end of the fiscal year, any hours you had over a certain amount (it used to be anything over 0 but was recently changed to 40) just get wiped out. You can't take them because of the limit, but the company won't pay them out or let you carry them over.
