If you are a serious about your IT career this isn't the job for you. I hope you're good at apologizing for things that aren't your fault.
Your technical knowledge is useless here. You will for a majority of the time be hand holding people through either self explanatory items or teaching the elderly how to use a computer.
Scope has grown but your pay doesn't. You will often be asking yourself "Why am I working on this?"
You'll find yourself basically wasting time on items you can't fix which is a poor use of resources.
If there are wide spread issues with the company tools that creates down time, you are punished for it. Often asked to clock out, report your self to attendance and are expected to sit and twiddle your thumbs as it gets fixed. Company has internal issues and it's your problem. Fantastic right?
You are basically a replacement for outsourced workers because customers don't want to speak to anyone "foreign" and you are treated as so. Maybe slightly better.
If you're sick, have medical emergencies, or emergencies in general you'll be dinged for it in your metrics. No help or anything will be offered unless someone dies in the family.
Don't expect a raise or even to move up. You can have the credentials to do supervisor/manager work but that will be ignored.
There are ethical issues that management will turn a blind eye to. You can report all you want.
Employees play the system and you'll find your self taking calls almost back to back as other will be sitting there for 15min to an hour not taking calls.
Sometimes you'll be stuck cleaning up other techs messes or even troubleshooting out of scope items that someone started so the customer expects help with it. This can come from the same department or other departments as well.
Customers can be abusive in terms of over using the service and verbally. They will never lose their access to you though. Some really need in home service but will use you instead so be prepared to sit for extended periods of time on problems that should take 5-10mins to fix.
Mandatory over time is a possibility. Did you need to pick up your kids after work? Maybe already had an appointment or just want a life out of work. Too bad. If you aren't able to schedule a time convenient for you then you'll find your self back at your computer at odd hours to do maybe an hour or two of work. Good luck trading times with other techs, no one will trade with you a majority of the time. Same goes for scheduling. You can possibly get stuck with a schedule that doesn't work for you. Good luck getting what you want. There seems to be an expectation that you're at your computer and available 24/7.
No one really knows what supervisors do besides audits that don't count against you. If they are not your direct supervisor and you try to report something or talk to them you'll be ignored from time to time. A majority of them only care about their teams. Managers are almost never around so don't expect anything from them either besides a "Good Morning". They'll ask some questions from time to time but that will usually fall on deaf ears.
Over all this company doesn't care about the employees and it shows. The trade off for working at home and being treated that way isn't right. You can get rewarded for a good customer service review and what do you get? Company branded items that probably cost less than the postage they would send to you. It's almost as if they searched for trash at their desk to send to you. They like to preach hard work and positivity but its all a facade.
As mentioned before this is just a "job". Keep your expectations low and don't wait for change. If you can try to find something better for yourself.
