I've been working as a web developer in a very small company for the last 4 years, this is my first job. I was hired as the second dev, the first one being one of my bosses. My tasks at the beginning were mostly developing and a background of customer support (taking phone calls, explaining how things work, changing the customer's workflow, etc.)
2 years ago, during my annual review, I talked to my managers about the customer support, a task that takes more and more time and that I don't like doing. For me, this is not something that should be done by a developer. They hired 2 new developers to help me focus on projects.
The situation didn't change, the company is growing, and we get more and more customer requests on our ticketing system. Last year's review happened like the first one, I talked about doing to much customer support and not being able to focus on programming, they started looking for a customer care agent but couldn't find anyone.
I have my next review next week and I want to approach my managers, because the situation is getting worse and worse. I can only focus on my developer's stuffs once or twice a week, the rest of the time is for customer support. I feel like I'm the only one who does that much customer support, the other team members are able to work on their projects every day. A few months ago I checked in our ticketing system's database and made some statistics on Excel: right now I'm doing 70% of the customer's tickets, while my 2 colleagues have 15% each.
3 months ago, I talked about this head-to-head with the managers during a meeting, they agreed that the situation wasn't normal, and they told me they would split the tickets 33%/33%/33% between the 3 members of the team (they assign the tickets), but since then nothing changed, I can prove it with my Excel.
I feel like I've been lied to, because I already talked about this 3 times, and nothing changed; 2 people were hired to help me and they do more programming stuff than me; I feel more like a customer care agent than a web developer. I have also learned that my 2 colleagues are more paid than I am, while having less experience. I don't see myself growing my technical skills, I'm doing a job I don't like and I'm thinking about leaving, but I would prefer to stay...
Besides that, I'm the most experienced person in the team, my colleagues often come to me to ask me questions about the code, and the IT manager always told me I'd be the project manager when the IT team is big enough. Despite having only a small amount time to work on my projects, I always finish them on time.
I'd like to talk about this during my next review:
- Would it be rude to tell them that I feel betrayed ?
- Would it be rude to show them my Excel with statistics ?
- Can I talk to them about the salary being the same while I do more ?
- What else can I do to make the situation change ? I want to let my managers know it's my last warning before leaving, without being rude ...
Let me know if something isn't clear.