Vantaggi
*Great pay and benefits
*Office environment is great; coworkers are friendly and everyone works together to help solve issues on support calls
*Management has your back; if customers are rude or overly demanding they will step in and not throw you under the bus.
Svantaggi
*Workload fluctuates; in winter when support calls are heavy you are often expected to work through lunch (they will often order food in but you have to eat between calls) and you will take a lot of overtime as every call in the queue must be taken before everyone can go home. In the summer management is flexible with PTO but in winter it can be difficult to take time off unless it is at least a month in advance.
*When I was hired in I was told that I would be working Monday through Friday, except for specific circumstances (mainly moving a customer's data to a new server in winter when calls during the week are heavy). there is now a new policy where techs will trade off coming in on Saturdays to take support calls throughout the year. Whether or not they continue this or expand it where multiple techs will come in on Saturdays is up in the air.
*Training is very minimal, especially given the fact that the software you are supporting is proprietary and unless you've worked for a lawn care company that uses it you'll never have even heard of it before.