Pros
- Responsibilities of position are clearly communicated - Good opportunity to make commission as a technician - Some flexibility with customer service style of each technician - you don't have to stick to a script - Great learning environment (due to the enormous knowledge base you'll find in other technicians) - Comfortable environment for computer and internet aficionados who prefer not to work with customers face to face or on their feet. When I was there you could listen to music as you worked if not on a call, not sure how it is now. - Company managed to tighten up and eliminate scammy behavior including lies told directly to customers and suspicious sales. They've done a pretty good job of surviving in an industry that has a local 90% failure/outsource rate (including about a 50/50 chance of being raided by the FTC etc).
Kontras
- Continuation of employment is determined strictly by your profitability to the company. You need to keep close track of your own metrics (one manager developed a great visual system for that when I was there) and address any drop proactively. They will warn you before they fire you, but if that's not your ONLY issue they will move quickly through that process. - Almost no advancement opportunities, and management is usually imported from other companies/friends of owners and management - Very few to no female employees on tech side and the department in general was distracted by them (some office politics, some gender discrimination). Witnessed management miscommunicate with and mishandle two of the four female employees on the tech side when I was there. Typically the techs are somewhat awkward guys (aren't we all) who are mostly quiet on the surface but can get very oppositional, and maybe have some deep seated resentment against women (for stereotypical nerd/beta reasons) - never saw employees speak badly of each other to management except when females were involved. Consider yourself warned. - On the tech side: you work with hackers, trolls, and other social subversives. Walk lightly and don't make yourself a target if you can help it. (This is standard for any direct sales tech support company. That being said, I never heard of anyone acting against a customer they couldn't stand - only other employees.) - On the sales side: you work with a lot of barely recovered addicts/alcoholics (typical for Palm Beach County call centers) who are simultaneously encouraged to develop their selflessness and spiritual purpose (in recovery) while also honing their profit > humanity sales instincts. Really a toxic environment unless you're a born salesman who feels no guilt charging old ladies on Social Security an arbitrary extra $200 they can't afford while pretending it's a great deal. This also applies to a lesser degree on the tech side. - The company loves to take your ideas and implement them if it will make them more money, but don't expect any benefit for yourself.