Pros
You can work at home.
Cons
They want you to submit your availability, but if you want to work 40 hours a week (for example) you need to give them 60 hours of availability. Then when it's slow they push early leave and if they don't get enough volunteers they will log people out at random. They get paid by the phone call, so you are highly encouraged to get people off of the phone as quickly as possible. You have to get permission to create a trouble ticket, you have to get permission to perform certain troubleshooting functions and it can take 2 or 3 minutes, sometimes more because L2s and LTs are taking calls also. But you will still be coached if your call times are too high. They broadcast the call times in the Slack chat room every hour, and you will be constantly harassed to get your talk times lower. Talk times already low? They will say that you can do better and get them even lower. You are also expected to make sales while simultaneously keeping your calls as short as possible. It takes a skilled sales person to sell to someone who called breathing fire because their internet is down; or their phone isn't working because it rained. Most tech support people are not skilled sales people. You may be trained to take FIOS calls in addition to DSL calls, but you will not get more money for it. They time your bathroom breaks, they will mark you late and dock you points if you're 1 minute late. They did give us 'shift prep' time to get our tools up and running, but it counts against your DND time, so you are actually penalized if you use it. One or more of the tools will go down every day. Count on it. Saturdays and Mondays will be filled with phone calls from irate customers that were expecting a field tech to come out and repair/install their service but the tech never arrived. The field techs have a nasty habit of closing tickets and notating that they called the customer and didn't get an answer and there was no answering machine. I've had so many customers say that they were home all day waiting for a tech and never got a call that I believe that the techs blow off the visits. Then when you have to create another ticket and tell the customer that the next appointment is 2 weeks out they go nuclear. Finally, I leave you with this: Being sick and having a doctor's note is NOT considered an excused absence because my TL thinks that a doctor's note violates HIPPA. Her suggestion is that we fill out the paperwork for FMLA which is interesting because 1)FMLA is unpaid, unlike the sick leave that we allegedly get 2) isn't intended to be used if you get the flu or something like that and 3) you have to go into extreme detail as to the reason and extent of your illness when filling out the FMLA paperwork, providing way more of your medical information than a simple note that 'X was seen today by Dr. SoandSo and can come back to work in 2 days'
