Pros
100% Remote work, great coworkers, 4% 401k matching, Health, Vision, & Dental insurance, 6 days sick leave annual, decent PTO Accrual, higher than average pay for position
Cons
Shifting targets, a workload that fluctuates from manageable to treading water while leadership sells even more aggressive SLAs, significant turnover, constant broken promises from management. We've been understaffed since I was brought on and it's only gotten worse, theoretically there are three levels of Support agents but there are only 2 tier 3 agents, no tier 2 agents, and everyone else is a tier 1. Asking a manager for feedback almost always gets a generic "You're good" but team members who received positive feedback during official review cycles are dropped for "poor performance". There's been an increase in pushing agents to pull double duty in improving the knowledge base with no increase in compensation, title changes, or pathways to joining the team responsible for maintaining those articles. Management assigns tickets with little regard for workload, and leaves notes that are useless at best, misleading at worst. Diversity and Inclusion is a complete joke, company can't even take the most basic feedback that the winter holiday party shouldn't be constantly referred to as a Christmas party.