Support was partly as expected, partly surprising
I went into the support process with some expectations based on the onboarding material, but the experience didn’t fully line up with those hopes. On the plus side, when I called for help with understanding the invoicing and payment flow, the tone of the support was quite patient and not rushed, which I appreciated. It made stepping through the problems feel less intimidating. However, the step-by-step guidance they provided didn’t always follow the logical order I’d anticipated. Some information came too early, and at other times the instructions assumed a familiarity with the dialer and database I didn’t have yet. That caused me to feel a bit lost and reluctant to ask for further clarifications, which was probably not the best outcome. The updates to the software also seemed to introduce changes mid-training which did add to my confusion at certain points. While I was expecting some growing pains during onboarding, I hadn’t counted on the support segment to occasionally compound them this way. Nevertheless, the overall quality of the support was decent, and at least the people on the calls made me feel heard and fairly supported, so I guess that balanced out my mixed feelings. Looking back, I might have benefited if the support steps were more tightly aligned with the training sequence rather than being somewhat offbeat.