Pros
Catered lunch occasionally, the techs are generally good people
Cons
Horrible pay for the work, expected to support an insane amount of vastly different rural isp's with vastly different tools and expectations between companies with no where near enough technicians or training to do so. The technical or support experience needed for this job varies wildly between different affiliates, and Neonova only seems to want to pay for entry level with no technical expertise which is fine for some of the affiliates but others require you to be familiar with all sorts of tools and with over 100 different affiliates all requiring different tools and support it becomes quite the cluster. I've worked at quite a few help desks and this was by far the worst experience i've ever had. The technicians overall are great some of the hardest workers i've ever met, but the expectations of this job are just unrealistic at best. There is this bizarre dichotomy of technical support and call center. You're expected to perform relatively difficult troubleshooting for a large majority of calls, but there is such a large influx of calls that its just not feasible to hit the 12 minute average call handle time without cutting corners. You can either provide great support and take time to handle an issue or you can shovel tickets out the door. I strongly value customer support and was fired due to metrics. I had to cut corners to actually get any fixes done. From what I hear a lot of people were let go around the same time as me. Right before I was let go it was painfully obvious how badly they needed new people, so i'm not sure firing a bunch of trained techs was the way to go. Only company i've ever worked for in 10 years that makes you clock out to go to the bathroom. How greedy can you get? Expecting employees to not take their breaks or lunches due to how many calls are in queue is also a problem here. They try to make up for it by catering lunch, but good luck if you dont work the normal shift. Queue problems, taking on so many rural isp's with such a small support base is really hurting this company. At the start of my employment it wasn't so bad you could provide honestly good support when you can take the time and have the correct tools and training but it quickly becomes a rush to get everyone through calls as fast as possible getting only the bare minimum information from the customer. This is a soul draining job, it didn't need to be. The company just made it that way. Helping people is what I live for and when I was allowed to do so it was great, but policy continually pushes you away from that ability.