Pros
Work from home! Decent wages. No commute, no gas spendage.
Cons
Crappy scheduling. 24/7 company means people need to be working at all times. Client base is end user which means customers call from thier 'at home' hours. Expect to be working Saturday-Wednesday 3PM-1130PM or worse. Doubly so if you are east coast. Salary is decent, but since they employ across the nation salaries are uniform and don't adjust to region. Low cost of living areas will be happy, high cost of living areas the pay is not enough. Most clientele are completely computer illeterate. Need a lot of patience and be able to put every single aspect of technology into layman's terms. (I.E. Address Bar vs Search Bar, what a Start Menu is, Hibernate vs Shut Down). Half the customrs don't know what kind of internet they have is, what a router is, what a modem is, some dont even know what USB is and will force it into every port on the machine. Call to complain about slow computer when its really thier <1MB spotty DSL or 4G internet. Expect to be yelled at and talked down to. People calling in are generally upset or angry already. Job is more "Customer Relations" then "Tech Support". 1/2 of your calls will be explaining why something isn't covered under thier service agreements. Or trying to sell service to people that have no agreement at all. (no commision) Black Friday to Spring is insane, expect 1-2 hours of mandatory overtime for 2-3 months. I had to withdraw from a class to stay sane. There is almost no room to advance. You can become a supervisor and double your responsability for a minimal pay increase. Engineers can become Technical Leads, but there are few (1 Lead to 30+ engineers) Managers and above are all located at a corporate office and have little in common with engineers. Newish company means no raises. got a 2% raise that was uniform across all employees once and never again. Making the same money+benefits as I was 3 years ago.