Pros
Onesupport pioneered work-at-home, so 2020 was almost entirely painless for them. their phone system is easy, so long as your conmection is consistent and hardwired. The specific software you will need depends on the contract, but if you have issues, they have their own internal tech support. Schedule is flexible, so long as you give two weeks notice to your boss. My training was two weeks, paid. While on the job, you will have access to a work chatroom where you ask more experienced employees for help and authorization. That authorization is required for most calls, so you can also ask then technical questions to be more efficient in the future. Most people in tech support are nerds and gamers, and if you want you can participate in chats, and they wont bother you if you dont.
Cons
Some of the big clients onesupport provides work for unabashedly rip their customers off. And when the service rips people off, they call you to complain. Most common sentiment from customers on one contract is “i would switch my service! If there were any alternatives”. The clients have unrealistic expectations for our metrics, and the metrics they prioritize and focus on change capriciously. You will primarily be doing emotional labor, not technical labor. The training does not fully prepare you for even half of what you will be doing, you have to learn on the job. I remember learning new things even the week the contract ended. 30 seconds between calls is not enough time to put in the required paperwork and also decompress from being yelled and screamed at, or from telling a disabled woman, who needs their service for medical reasons, that it will be until tomorrow before they can actually call their doctor. Emotional labor. My worst metric was break time, and i have no clue how some people made it through the whole day with no breaks whatsoever.