Vantaggi
Supervisors are generally willing to offer help when possible, and try to respond to the needs of all the employees. Competitive wages+benefits, as well as free internet Most coworkers are down to earth and friendly people, although there are a few exceptions.
Svantaggi
Like most call center jobs at bigger companies, you are treated as a number and your stats come first. Workload is very heavy and techs are worked to the bone to meet SLA. Recognition for hard work is sparse and when it is noticed, you are treated with a 'good one' coin, rather than a bonus or raise. Opportunities to advance to areas outside of the call center, such as IT or Network Operations, is almost nonexistent. The company will tend to hire from outside than promote from within. Favoritism is abundant and the typical drama that goes on in the day to day could be likened to being back in high school. There is a very high turnover rate in this particular area of the company, and despite this management is extremely reluctant to hire more people on. On most occasions it took 6 months to a year to replace the 5 or more people who quit during that time. As a result the 'call queue' is nearly always constant because there are not enough techs to answer the phone. Morale in the call center is very low.