First and only time I ever hope to post on Glassdoor. I have been left mortified from this experience, not from not getting the job, but just how bad my experience was with the company’s “talent acquisition” member. The first Zoom call video started late and actually wasn’t a video call after all as she called via her mobile on the move. Apart from “tell me about yourself”, there wasn’t one more single question asked at their end in the whole interview. I put a lot of time into my personalised cover letter which was very clear that it was not read at their end. I ended up asking some questions to try and form a connection, since the “talent acquisition” member couldn’t really answer these basic company questions, that move didn’t really work very well. After her spiel about how amazing their support team is etc etc she said she would move me onto the next steps. I genuinely felt like the care factor was zero, when she mentioned they used ZenDesk, I tried to explain in a non-arrogant way that I had closed over 10,000 tickets on ZD with a near perfect satisfaction level. And also that I had won global awards for sales and support with my current company, I honestly felt like my comment went down like a fat kid on a light sea-saw.
Overall she spoke 90% of the time, asked one question and genuinely didn’t care and wanted to hang up the Zoom call. The next step was to reply some questions via email, I’m not sure why you didn’t just ask those on the first call whilst we were talking? And to also reply to three support questions, this is where I must have gone wrong. I checked for spelling, structure and grammar twice so I didn’t think I went too wrong there, so it must have been down to the technicalities in my responses. In my experience in hiring for techical support, this isn’t looked at that hard early days in the interview process, unless you are really off the mark. I must admit it was really late (as I wanted to get this back quickly) and I wasn’t in the mood to learn GitHub too extensively at this point in time so I just thought I would get the responses in as quickly as I was able and I would concentrate on making the other areas of the response good (non-technical side).
With my current company I checked over 20 ZD responses from the GitHub support team with my developers I am friendly with and I thought I was at least on par with the structure, style and tone that they replied with. The GitHub answers were generally very short and I couldn’t see any customer success tactics to write home about in any of the 20 replies I went through, the developers commented that their support was just standard in their experience so I wasn’t petrified about getting a few things wrong. I submitted my responses back to them.
What happens next is what really got me down. A week later (which is pretty quick) I got an automated email reply, probably generated from TextExpander saying that you are not moving forward. Mainly because of your crap support responses that you sent us. Drummed down in a corporate equivalent to that last sentence, which was even more offensive to me.
If I just spoke to a robot at the start I would have been so much happier and better off. You are honestly making the cut at this point off these theee support responses? Mortified is a strong word, but for someone who believes so strongly in customer success with humans and knows what it takes, I have lost a little faith in humanity. I am posting this one and only Glassdoor human review in response to the robotic, arragont and care factor of zero I recieved from GitHub.
