Pros
It's hard to describe the pros of this company when you work in support. You can see that the company is important and has potential, good benefits, steady work, and steady company growth as a whole. You can see that the other departments care about their employees and treat them like human beings. But you cannot experience that in support. In support you are a headcount and you will meet unnecessary guidelines that are twice as strict as other company-wide guidelines. It feels like the support managers are rewarded for making you feel like you are the only person having a hard time. Support management privately tell you, they want to support you, but they too are led by fear. Only one person is allowed to make the decisions so support managers will only do so much. The decision maker believes the support floor is a streamlined machine and if you see an issue, reporting it now makes you the real issue. If you want to work in support, you need to commit to keeping your head down, never suggesting an improvement on a process, never getting sick or you will lose your bonus because it was not planned in advance, and avoiding making any waves at all costs. Be aware you will also be measured at the end of the year and the managers are required to specifically look for unique failures in you so they can rank you on an undefined scale. Every conversation is a mission to find something to hold against you at the end of the year and they will make sure you know that.
Cons
If you are interested in feeling like you are an expendable headcount, apply now. If you are hoping to be demoralized by management (they are just an extension of a hive mind from the top down), apply now. If you would to sit at attention all day trying to juggle 3 customers and 3 chats without direct tools to help customers, apply now If you love to be evaluated by people who haven't done your job and to never be trusted to utilize their expertise to make judgement calls, apply now. If you prefer to make suggestions that could benefit that company, only to be ignored as you are not 'management', then later have management come out with a new idea as though it’s their own, which was the same as your suggestion, apply now. If you don't mind being expected to work through lunch or look down upon, apply now. If you enjoy working in a department ran by fear, apply now. If you prefer to feel like you are never good enough, all accomplishments you achieve were expected to begin with so they are not accomplishments at all, apply now If you don't mind only being told how you can do better, no matter how hard you work, apply now. If you think that your individual skills and capabilities should never be utilized because you are applying for a call center and you should not expect to be seen as anything more than an interaction conveyor belt, apply now If you would like to work for a great company that has several employee development programs and opportunities, except for this department (technical support), apply now. If you wouldn't mind working for a department where that believes in running things as if it is the 1980's, and they would rather spend an entire day trying to figure out who would complain rather than fix the issue, apply here. If you don't mind being seen as just a number, and not human, apply now.