Pros
Setup, structure of day to day procedures and operations., 5-6 week paid new hire training, Ongoing training as systems change or are improved, Constant support during work shifts and off shift also. Chances to earn performance based bonus, and advancement opportunities. Have some very talented Team Leaders and an excellent culture of Teamwork
Cons
Hourly pay is WAY TOO LOW for position type and expectations. Tech is given very little time during each call to give the Customer the expected "world class tech support experience", where they feel valued. Way too many VERY unhappy customers, due to demoralizing, rushed, support tactics, which have customers reaching out to the FCC due to constant frustration and dissatisfaction with unresolved service and technical issues. Techs finding it near impossible to give the customer a charged and personal experience on the phone, due to the amount of scripted info that has to be crammed into a very short call time window.