I have been working for a smaller company that specializes in producing devices that require electrical installs, we basically spend all day answering questions about installs and products, dealing with recalls/failed product situations, processing replacements and figuring out installation issues that license professionals can't resolve who are 100% paid more than us. Oh also the order of all service parts have to be done manually because for whatever reason we don't allow people to order them practically anywhere besides calling us directly again making call volume worse.
Want to also emphasize this company is sub 100 people, so again relatively small but sells a lot of product through various deals and contracts. Family owned, which I thought would make it a better place to work but TBH it feels like it just resulted in all of the execs that are related just shoving most of their profits directly in their own pockets and being aggressive towards everyone outside that circle and actively attacking employee interests to benefit themselves when convenient often to negative consequences even to their own bottom line.
Basically expected to answer 30+ calls a day as outlined above it can often break 40 and respond to emails and online form submissions in that quantity a day or higher in-between or during calls or it's not good enough.
Used to be less but the company is practically refusing to hire more people, basically resolving or interacting with 8+ cases an hour and its often more now and that is becoming the norm. It's becoming extremely mentally taxing to our entire team. No one is content let alone happy, general mood has turned toxic and has been for around a year.
Turnover is getting bad, ensuring the quantity is only going to go up for left over staff, and the company struggles to hire more because they are not remaining competitive pay and benefit wise. Staff that do get hired and simply pickup on staff stress levels and don't stick around often. It also does not help that management describes and colors expectations inaccurately which agrivates this further for a lot of people, then you get tossed into the work with poor training and immediately face back to back calls immediately.
Trying to get out because I'm hitting wits end, would be a lot easier to find another job if I knew if this workload is normal or not for a technical help desk environment. First job like this, if the workload was halfed or quartered like it was when I first got here it would be a descent job but the management is very blatantly trying to just shovel infinite work through limited staffing. They a while back fired practically half our team and it's be terrible since, basically just refused to replace them entirely since and just ignored the workload getting out of control.
Does this workload sound normal or is our management screwing us to line their own pockets as badly as it feels?