Vantaggi
Good compensation and benefits in my opinion. The training has improved massively from when I started. The culture is good and teammates are encouraged and expected to assist when someone reaches out for help. The office is nice too with free snacks and drinks on hand and you can get free lunch by making a sandwich with deli meats, cheese and bread they have in the kitchen. You were expected to be at the office only 2 days per week and could WFH the other days. Management was pretty flexible though and allowed you to WFH for one or two of those mandatory days as needed.
Svantaggi
Management tends to micromanage you and put a super high priority on case documentation. There is a disconnect between what the management says ("our priority is helping the customer") and what they do (documentation had more weight on my performance grades than customer service). I was put on a PIP for not documenting my cases well enough, even though they told me I was technically solid and had good customer service. Managers expected you to be at your desk right at 9am for the morning meeting even while working from home. They also expected you to work until 6pm even if you had no more customer meetings for the day and had the daily work completed.