Pros
Working from home (no commute) Vast Knowledge Base of computer issues and solutions Good interview process---decent HR people to deal with
Cons
1. Poor training (all over the map...supervisors would correct other supervisors about policy changes---i.e. no one really knew anything ABOUT anything in concrete fashion). 2. Not finding out schedules until the very end of training, which I think is a "bait and switch" tactic. My offered shift was much better than what was originally proposed as a possibility to me; others in my training class were not so fortunate. 3. First two weeks of training were ok; red flags came out when management/supervisors appeared in the 3rd and 4th weeks. TOO MANY COOKS IN THE KITCHEN!!! Had 5 different "bosses" yapping at the same time during a webinar like they're on NFL Sunday Countdown on ESPN! Supervisors did NOT seem to be nice people---lots of 'em seemed to have "jerk" attitudes. How my situation went? Well, my interview was very pleasant; I was tested on my technical skills, and it was NOT easy. If you don't have PC repair skills, skip this job. Enjoyed dealing with HR...folks in that department are good people. That said... Training was, in reality, a joke. It was done in a webinar fashion with online headest, which the company provides. The problem with the training was that, in reality, it was all over the map. We trained first on the software we would use, then the next two weeks over troubleshooting, then the final week "simulated" phone calls. As we had mostly forgotten how the software worked, by the time we were to simulate calls, most of us had no idea how to use the company's software! I believe troubleshooting should have been first, followed by the software and then simulation. Two assumptions I made going in were the following: one, that it was a company that simply took credit card numbers over the phone for a call, with simple software and two, that phone training would involve us actually "listening in" to live calls, and then having our supervisors go over the calls afterwards. Of the first, the work was actually to support a major cable company's online repair service, and therefore, only certain protocols and tools could be used for repairs. I am used to fixing computers however they need to be fixed, without being tied to said protocols. Further, their software was cluttered and confusing to use, in my opinion. Of the second, "simulating" a phone call by having one of the trainees "act" as a customer and the other be a Support Engineer was, in fact, subpar. I got nothing from this; since none of my fellow agents seemed to know the proprietary software, it didn't help me at all! In short, after this third week, I pulled the plug. It was not a good fit for me at all, and we were supposed to go "live" on the phones the following week. I was not ready; nowhere near so. Concluding, I'd say this: IF you have previous Customer Service phone experience elsewhere, and are good at computer repair as well, this job MAY be a fit for you. Just know that you will be feeling around in the dark for awhile (weeks, months?) before you feel comfortable at this gig. Oh, and pay? Yeah, not that great. And as I understand it, you are at least 3 years away from any kind of advancement once you begin, and the only way to do that is to move into QA or be a Supervisor.
