Pros
Casual dress, company culture, flexible hours, free lunch Tuesdays, stocked pantry, bonuses are real if you can hit the goals or get lucky in the monthly drawing.
Cons
Working in the tech support department is very stressful. I often found myself in one of the following situations: a) dealing with a flood of contacts during a server outage or hacker attack, b) stuck on the phone or chat with a customer who either had a complex problem that can't be solved in 5 minutes or wanted more help than most people, thereby reducing my Contacts Per Hour rating. I've worked in retail and tech support for a while, so I understand that there are many customers who really do waste your time and expect you to do every little thing for them instead of learning how to use the product they purchased, and that quota for contacts is meant to ensure productivity. However, I also feel that when you have customers with legitimate problems or are a bit overwhelmed as beginners, a mentality develops where you simply give the customer a bunch of knowledge base articles and then try to end the contact ASAP as you nervously watch the clock, wondering how badly this long call or chat is going to affect your numbers, and how you're going to try to catch up. Sure, you could multi-task and go through the e-mail queue, but often when you're on a long call or chat your undivided attention is required In addition, it took me about a month or so to get to know the guy sitting next to me due to the need to maintain a quota for contacts per hour. I know that socializing in the workplace isn't a priority, but we both thought it was a bit much.
