Pros
The Tier 1/2 Team is fantastic. The more senior agents will attempt to help you through hard issues and will always be eager to answer your questions.
Cons
The ethics of this company is extremely poor. The workplace conditions are abysmal and are borderline illegal. The management style is beyond micromanagement. They will calculate every single second of your day in 1on1 reviews with ridiculous metrics. Take too much PTO, behind the goal. Take too little PTO, behind the goal. One of the major metrics they calculate is "unscheduled break" time. Since you are effectively in a call center this means you take a bathroom break or need to stand up, etc. They monitor this ruthlessly. It got to the point that if you were over 4 minutes of unscheduled break A DAY you would be behind. That means in the 8-9 hours you are working you are allowed to go to the bathroom for a maximum of 4 minutes before it would be dinged (not counting your hour lunch). This started to get to the point where the goal for the team of 16 people was 60 minutes. If you took a break over 5 minutes you would be required to tell them why. If this persisted they would threaten to take time from your lunch away. When management was made aware of the 15 minute break language in the employee handbook they stated they would "look into it" and never mentioned it again. You will also be required to be on call once you are fully trained for a week every X amount of weeks. This means you are pretty much stuck in your house because if you receive a call, you have to take it. The additional pay for this is a whopping $50 for the entire week. The support team is the garbage can for the entire company. If a department doesn't feel like dealing with a problem it goes to support. This often is due to incompetency of the project management team and sketchy ethics of the sales team. Lastly you are told regularly to lie to clients about the support status of the legacy software. If the tell the clients the truth on the software, management will scold you. The pay is also incredibly poor and the raises are much less than inflation. When approached about pay, management will become very defensive.