Vantaggi
Work is chill, depending on the project you're in. I'd stay away from phone support, always prefer chat or email. Although chat may take a while to get used to, since you may chat with multiple customers at a time and it's hectic sometimes. Company culture is well developed and the attitude of employees and managers alike is friendly at the least, excluding the occasional bad apple. Working at home is allowed, huge. Processes and knowledge base are robust. Although not perfect they are definitely something you can depend on.
Svantaggi
Salary is not the best out there. Promotions barely include any salary raise, so there's not much incentive to try hard or a goal to strive for. Higher ups in the projects you support may not listen to what the Sutherland project managers or their team managers have to say, thus delaying improvements until a crack in the system is formed and they try to reinvent the wheel. You're one cog in the wheel and are always replaceable, especially with AI nowadays. I strongly advise against working as a support agent for more than 3-5 years. Strive for something in your free time and work hard on that. Think about where you see yourself in a few years when you read this.