Pros
Work From home. The services offered are good. Most technicians are good people with good skills and work ethic.
Cons
Quantity of service is more important than quality, which only causes issues as subscription customers just call back in for the same issues and continue to skyrocket the call queue. Calls take priority over chats. The company started outsourcing work to India in 2011. And has tried to cut every corner possible to save money. They tell employees they cant afford raises but then hire several hundred new employees at the same time. If you're technical service you will probably get paid less than sales. Sales gets more just off commission, they also make around 9/hr. The Tech side has steadily declined in pay. It peaked at around 14/hr in 2009. Now I believe they offer somewhere between 10-11.And if your technical you get no commission on selling should you upgrade a service, the best thing to do instead of doing it yourself is send it over to sales to help out their paycheck. But usually when your sending them to sales, you already sold them the service. Management is disorganized and the way they measure stats is horrific. Your service time might pick up where a less knowledgeable employee attempted to fix an issue, created and even bigger problem and you're then taking the hit on that handle time. I could write a book on the cons. This company has so much potential but they worry too much about the top of the pyramid and not enough on the bottom. Where you will want to help your customer your supervisor will likely tell you to slam the door in their face. It's impossible to get assistance from higher level technicians, and your supervisor has 10 other techs to look after and likely will tell you to go in search of a technical lead. God forbid you get a system with dial up internet, or just a slow system because your metrics will suffer as will your job stability. You should be completing a standard repair in under 1 hour. A standard repair costs 130 so you get $10 of that 130 the company took in... and you did all the work... in an entire day you made 80 of the almost 1050 the company made off of just your services, assuming you had this type of service all day, if that equals fair to you... this might be the job you're looking for.