Pros
Good starting out pay and good benefits
Cons
HR does not have the employees backs at all. Management only cares about the customers and not their employees. They force OT on the employees but you get paid straight time and not time and a half. You do not get a raise for the more verticals you cover. You take on way more responsibility and stress with no extra compensation. Their training is laughable. You get the bare minimum in training and then are thrown on the phones and told to figure it out. There is very few knowledge base articles that are internal so you are mainly trying to answer questions for customers from the knowledge base they already have full access to. The help and how to center articles are bare minimum and are not updated very often. Oh and reps no longer have access to alot of internal tools they used to and they have to ask permission from people above them to even do their job correctly. Mainly the only way you can answer difficult questions is to use other reps old notes or ask people in teams. The metrics they want their employees to stick to change constantly and not for the better. It is an extremely stressful environment to the point I know people that have had psychotic breaks from working there. They treat reps as if they are replaceable and just another cog in the machine. Also the customers are awful to deal with and during tax season the hold times are very often over an hour. Women have been passed up for job opportunities that where given to men instead. They do not like working with people with disabilities and ADA's. They hold those people back from advancing within support and the only way to keep a job within the company when you have a disability is to move out of support.