Pros
No pressure, somewhat easy to do your job without people at your neck asking for better numbers or better quality. Very nice salary and a good way to stay involved with the game industry.
Cons
Basically no training or quality assessment, no tools whatsoever, no knowledge base (and what you used to use is taken away from you) They work for huge game titles but you are basically told to provide troubleshooting to errors that nobody tells you how to fix, you have to rely on Google/ChatGPT/Reddit/Youtube and your own experience gathering information to build your own data base of troubleshooting and know what works and doesnt work. Agents steal your easy tickets and sabotage each other with pure incompetence, you constantly have to clean someone's mess as they just do things without worrying about quality, and since nobody stops you if you make a mistake, you are basically free to do whatever you want as long as you have good numbers in the end.