Pros
Medical insurance was good, leadership wasn't terrible
Cons
During my time there the company had just got a new contract so I was hired together with other new people. There was no reliable KB for at least 70% of the problems reported by customers. Fortunately, most of the calls we got were about the other 30%. This meant stress everytime you were on call with someone asking for your help to solve their problems. Most people in this project were clueless about the company we were working for and weren't really helpful, they were just there to make sure SLAs were accomplished even though agents didn't know how to solve problems. Some people however were knowledgeable and helpful. A lot of people who were offered a step up in their careers denied it because they knew a lot more stress was coming their way in change of a mediocre raise.