Pros
you get paid on time. Can work remote. Most coworkers are friendly and helpful.
Cons
Underpaid, as an L1 you are expected to provide support for both Canvas AND Portfolium, but you are not fairly compensated for supporting two platforms. Some supervisors are very pro micro-managing Depending on your supervisor you may be guilt-tripped for taking a break. Turnover is becoming a big problem, a lot of tenured agents are leaving. Very little chance to move-up. They love to hand out fake titles that have no official title change or pay increase, but come with more responsibilities (ex. "L1.5" "coaches" ," acting supervisor" ," Team Lead" ). They are using a new Big Brother system to monitor your "adherence" time in your assigned delegation, but it is buggy so you have to watch it like a hawk to make sure you don't get written up for the tool not functioning correctly. Vacations aren't approved/denied until about 3 weeks before the time is happening. So you don't know whether you are officially approved for the time off until then, makes it very difficult to commit to future vacation plans. They are slowly outsourcing support to Budapest. Mostly only hiring part-time agents in the USA. They are likely going to make USA start paying for their benefits in 2022.