Swift Support Services Malaysia

No cons in my opinion!

not too many career opportunities doubtful work-life balance: frowned upon when tried to use parental leave to which legally entitled to, which would be even paid by state, not the company. Could have taken originally only 4 weeks and was going to lose 5 weeks as they expire, by 1 week worse than a colleague. Was allowed to take the remaining 5 weeks only when agreed with the superior that was going to look for another job after the leave, as anyway the job description wasn't exactly what it was advertised to be. All of this despite the fact that was very transparent at the moment of hiring that still had 9 weeks of leave left and wanted to take them - the HR said that this wouldn't be any problem, which they still claimed even when the superior wasn't very happy about it. The context is that they had another person on long-term leave, but in such case, why would they hire somebody with 9 weeks of leave left and claim it wasn't any problem? Despite that, the workload was totally fine. They weren't even willing to explore other options such as shorter working hours or 1 day out of week off which are optional alternatives how to take the leave.

Highly political workplace. Decisions are made top down, and agile is affected by this. Sometimes I think that the company is going agile only by the name.

No strategy on long term, weak top management, no respect for employees, no company values.

Shift in Focus to Call-Center Model: The management has moved away from the knowledge-based approach, transitioning Support into a call-center environment. This shift has diluted the quality of service and affected employee satisfaction. Previously, the team was encouraged to provide thoughtful, knowledgeable support, but now the focus seems more on volume than quality. Management's Lack of Experience in Support: The current leadership does not have a strong background in Customer Support but comes from a banking call-center environment. This shift in leadership style has not translated well into the needs and expectations of a technical support team, leading to misaligned priorities. Decreased Focus on Quality: With the transition to a call-center model, the emphasis on delivering quality, in-depth solutions has been replaced by a focus on call times and speed. This has resulted in a decrease in overall customer satisfaction and support quality. Lack of Understanding of Support Roles: The management’s lack of experience in customer support has led to decisions that may not align with the actual needs of the support team, leading to frustration among employees.

flat leadership, lower pay bands, lots of bureaucracy

Not much growth or promotion options (especially in KL) Mediocre development provided Old management

poor work-life balance, bad management

need to Work under pressure

Lower pay range Not fully remote