Pros
Good salary, good benefits, and departments full of well intentioned hard working people, all there to do their best to help customers.
Cons
In order to provide the best, most responsive customer service, support call queues should be in the 15-20 support ticket range. Instead, virtually all employees in all departments, are working with call queues in the 30-90 range. This makes it impossible to respond to clients in a timely manner, and to be able to take the time necessary to resolve problems. Management addresses this by generating reports, and insisting on regular client contact. Most customers will recognize these mandatory contacts, because they are often by e-mail, and often make little sense. This is done because it is a job requirement, despite the fact that it is neither practical, nor would it even be necessary if the organization was properly staffed.