The reason TierPoint's HDS team is so willing to take in just about anyone is because it's basically a glorified call center that values metrics over customer satisfaction and the wellbeing of its employees. The team is perpetually understaffed due to high turnover, and management puts that burden directly on the team; as in, they will constantly deny your PTO unless you identify your own coverage, guilt you for taking sick days by asking you to pick up a make-up shift, hound you to work on your days off, and naively ask you to do their job for them further by referring friends and family to join the team.
In return, team leadership and management offer virtually nothing. Expect a high level of micromanagement, as they will be able to see and take over your screen so long as you're signed into Bomgar - which, to them, should be always. Don't expect assistance with anything other than internal process. In one instance, I was messaged by one of the most senior team leads during a call to unhelpfully advise that I was taking the customer to the wrong URL; this was because they didn't understand how URL redirects work, and even insisted that I demonstrate on my screen during the call. This same team lead insisted that I was not understanding MFA, and that a customer I had assisted was only receiving their code by text because "I had him try logging in too many times."
If you are told that you will be in training for two weeks, expect to be in training for one week. If you display an ounce of initiative in working tickets, expect to be given lists of tickets to work in whatever downtime you may have. As such, your colleagues will run the gamut from newbies who were thrown into the phones with very little training to veterans who are helpful but likely overworked. These will be the people you rely upon day in and day out while team leads take long stretches of PTO and management dips out to attend family events.
I'll bottom line this to avoid writing a novel. If you're on the team currently, be thinking about your way out. If you're thinking about joining the team, don't.
