Pros
The employee culture is great. Every one really feels like they're on the same page and are very willing to help each other out. You never feel 'below' anyone, even the higher level techs and supervisor team are both easy to talk to. When the call volume/case queue is manageable, clients and customers are typically very understanding. General technical knowledge is very much required, but learning it and working on more specific skills can be very easy. Sometimes feels like there is a lot to learn but with a case-by-case basis, picking things up is often not a hassle and is usually quite rewarding.
Cons
When the call volume/case queue is not manageable, it can sometimes be a little stressful getting caught up. Most customers are understanding if you get back to them after a few weeks of being behind, some aren't as much. Keeping ahead also unfortunately isn't much of a employee-level responsibility. Often times I felt like we were falling behind just because there weren't enough techs in the building. Actual written resources (knowledge objects, SharePoint, written guides, etc...) need a lot of work. Accessing them can be a chore due to the almost maze-like structure the SharePoint has, and in some cases they don't have all the information you need (this is where you reach out to your fellow techs for assistance).
