Pros
Training was a blast. Wilks/ Lamp great trainers. Sadly every tool I was trained to use was removed from service within my first year. Working from home is great if it's what you are looking for. Neckbeards and pajamas are the preferred work attire for me. SDC is a perfect job to enter IT with minimal experience. Insurance starting the second month. Vacation starts accruing immediately. Pay is roughly $10 an hour and will vary regionally by a dollar or so.Anybody who can connect devices to WIFI and navigate to all the controls on their PCs should be able to do this job. I heard fellow RSTs with horrible grammar or accents and they worked there for years. If you want the job, don't make excuses why you can't do it. Don't over think it. It's easy to get but progressively hard to keep. You can comfortably work this job for 2 years before the mandatory improvement curve catches up with you. That's great because by then you will be ready to work for Apple with your experience. Mark my words if you get the job. AVOID VTO.
Cons
From training you are in a pressured environment that escalates expectations of performance daily. At some point when you reach reasonable competence, improvement hits the wall and supervisors begin coaching and stressing you to improve because SDC demands constant improvement. I dealt with this by reaching a point I couldn't improve and purposely dropping my metrics for a couple of months to give room for improvement. This seemed to work and keep my supervisors happy. They too have metrics and as long as they show improvement of your metrics, they are able to keep their superiors off their backs. Tools are in a constant state of "improvement" meaning they use us to BETA their tools until they work all the bugs out and get a decent performance out of it.... then they replace it with more buggy crap and restart the cycle. Frequently you work around the absence of critical tools because they are down. This kills your metrics but SDC cares not why your metrics are off. Improve or die. Your "script" is stupid and redundant. You constantly ask the customer question they have already answered 3 or 4 times. Frequent callers tire of the script and punish you for it's repetition. For the most part you will be working for Comcast. CC does a good job mostly but it's a huge company and you get to talk to the people who fall through the cracks. It can be miserable if you care about your customers but if you don't care, you will suck at the job. This and the constant demand for improvement will make the job keep you awake at night. Lastly, you will never get a raise. You can promote if your metrics stay high and you network with certain friendships but as you promote the demands are much greater.