Pros
The contacts/clients are usually very patient and polite. They almost provide everything you need. Computer, 2 monitors, keyboard, mouse and a Jabra headset. The headset I was sent didn’t work when taking calls, I had to use one of my own. The Trai or I had was awesome and only made us be on camera for introductions on the 1st day of training.
Cons
They tell you that you will have 4 weeks of training, but it was really only a week of training and then we went right into nesting and taking calls all day with about an hour at the end of the day for training. We had a bunch of training modules sent to our email that we were told to ignore, only to find out once we were on the floor that they needed to be completed ASAP and you needed to somehow do them while on the floor in-between never ending calls/chats. We are extremely micromanaged and everything is a big process. You cannot ask for help in Teams until the entire case is set up. Screenshots saved, PII, note templates, device names, office ID in 3 different places, phone numbers and articles all need to be saved before asking for help ona case, even if you only have a quick question you must complete all notes and templates and have screenshots saved: Then you have to use another template and have all of the info from your case notes put into that template as well for the questions room. All of the notes, remoting in for screenshots and filling out 2 templates and trouble shooting takes quite a bit of time, then you wait for someone to respond and a couple of them will find any little thing in your case to nitpick at and make you change it before allowing you to escalate a case and before they will answer your question. Sometimes they will claim you need info that they have never mentioned or needed before, so then you wait again for them to re-check the case but they expect you to only be on a call for 15 mins or less. The contact on the phone gets frustrated because they are usually working with a client and need an answer or solution quickly. When escalating a case you have to re-add all of the client PI into the form; but you cannot view the previous PI screen or notes when filling out the escalation form. You also are not to save the PI to any stickies or anywhere else in the computer. Everything is a long process and it is exhausting. You cannot be a min late from a break or a sup will put you offline. If you have to use the bathroom in-between breaks, the time will be deducted from your next break. You can only clock in 5 mins early, but you have to open up 6-10 different webpages before going into available six. Some of the web pages need to be opened in an incognito browser. 3 of them need to have a text message sent to your phone with a code to enter. This takes longer than 5 mins to do. You are told that if you are not on a call 5 mins before your shift ends you can go into unavailable aux, but you must clock out immediately after going unavailable. Clocking out and logging out of all of the web apps takes a few mins, so this is also impossible to do. It’s the little things that are difficult. Dealing with the contacts/clients is the easy part, luckily they are usually very understanding of everything after you explain to them you need to enter the info they gave you a minimum of 3 times usually.