Pros
Work at home is a great perk so no one can see you crying
Cons
Trained for 4 weeks on how to log a call, but absolutely NO training on any of the 6000 programs we get calls about. Rather just ha e to google a database that is often out of date, or better yet gives you as much help as you'd get trying to read the back of a cereal box to find out how to fix a car. All breaks are randomly scheduled, if you don't take your break at exactly the scheduled time because you got a call 30 seconds before break is scheduled- you're docked points, come back later than they scheduled you to come back from break because that call you just took 30 seconds before break involved someone who couldn't figure out how to put a plug in the wall and refused to let you off the call for 10 minutes OR keeps calling the program they can't log into by the name everyone in their section of the company knows it as (BSPR 20) and not the name listed in the database (SuperDataProcess Thing that Never Works 3.2) so when you find BSPR in the database and tell them to click the blue box like the directions say - they think you're an idiot because there are NO blue box, actually there are no boxes anywhere, just a yellow circle. Spend 15 minutes trying to help them because they are having a panic attack and need access for some life or death reason only to have to tell them someone from tier 2 support will call them in 48 hours....to help them reset a password...for a program that doesn't exist by the name they call it. So you come back from your 15 minute break later than they scheduled you to be back because that's how time works....and docked more points. Not able to fix their printer because they decided to give it a bath, docked points for customer satisfaction, have a c suite customer call you every name in the book because they don't like their iPhone, docked points for not solving their problem. Ask for training, told sure as soon as call volume goes down. Call volume goes down, given 5 minutes to learn something that takes 10 minutes just to start up. The whole system is setup to shuffle pissed off people. And the only reason they are pissed is because experience has told them no one has a clue what they are doing. And they are 200% right. Help Desk 101, make sure the people answering calls have access to the information they need to actually help someone....you know like access to unlock someone's password. Cause putting them on hold so you can call someone else who has access to get in to reset it - but then find you have to sit on hold waiting for them for 5 minutes because everyone else is calling them too, only to find out you have to then put them on hold to ask the caller something they need to know, click back, give the info, click back - have them tell you the button isn't there - back and forth back and forth....and then the person who has access says the call is going to long, send the ticket to tier 2 support....which will call them back in 24- 48 hours. It's the most inefficient, backwards way to handle things. Have someone cuss you out? Meh, you should have just solved their issue. Don't expect ANY support from management. They expect you to quit. All you are is a data point on their tracking software that screws with them getting a pat on the back if it's not following the random plot line the third party company who creates the schedule has created. FMLA due to stress and mental breakdowns is just a perk of the job. The only reason someone applies for the job is the pay and they only offer the wages they do is cause no one would ever take the job or attempt to stay if they weren't being bribed to be abused.