Pros
-Snacks and soda available all the time
-Coffee machine with many options
-Catered Lunches every Wednesday (or daily for busy season)
-Nice breakroom with pool table, shuffleboard, tv with some game systems, ping pong.
-Happy Hour every Thursday.
Cons
To learn you have to fail. The software is very old, and antique. There is a lot to learn within the software with different modules (A/P, A/R, P/R, etc) that even 5 weeks of training wont be enough to learn, but give you the basics. This place seems to have a "rules for thee but not for me" thing going on too in my opinon.
Support reps kinda have it rough, as when it is busy season (tax season for W2s among other things) you lose that hour lunch for a whole month and maybe an additional week if needed, and it takes a toll. You do get overtime for it though. You can deal with difficult clients potentially, and you will have to say "that is not really possiblewithin the software", and they.
Another thing that I personally do not like is the metrics. As a new employee, you wont be expected of much. They do however keep tally on your call time, ticket amount taken, what module they were taken in, and call length. All of these metrics play a part in your performance, and your bonus too. Some days you have long call times per ticket, but less solved cases, and other days you have many tickets solved with low call times. The system seems flawed.
If you need a job, this place isnt bad, but busy season is aweful. You HAVE to know about the P/R module within the software for busy season, otherwise you will have a rough time. Outside busy season it is ok.
Im not sure how advancing within the company is like, but if you wanted to do something more involved such as software dev, I doubt it is going to be that easy, as they always seem to be looking for senior level devs.