Pros
Work from home. Get to interact with a lot of good people, customers as well as coworkers. Allowed to think outside the box. Problem-solving innovation is encouraged. Recent management changes have improved the work experience. Decent benefits.*
Cons
Unfair policies have only recently been revisited and are in flux now due to management changes/improvements, but over the past 13 years this has been an understaffed, micromanaged medical equipment TS helpdesk environment with a non-technical outsourced call center passing live customers to US TS agents. High-visibility, high-stress, fast-paced, difficult TS work with many emergency calls. TS agent KPI's ("key point indicators", i.e., call-taking numbers) are closely monitored and hugely affect performance reviews, regardless of resolution rates for customer complaints. Close scrutiny for time management is a daily issue. As salaried employees, we work a lot of OT without additional pay. Individual progression is encouraged but is generally not offered. Advancement can usually only be achieved through applying for other jobs within the company. *It's very hard to get PTO requests approved, due to understaffing and daily "only 2 people out (out of 20)" limitation. A lot of earned vacation time is lost at start of new FY due to 3-week carry-over limit, so not much of a benefit.
