Pros
You get two weeks paid training. My team was very supportive, friendly and helpful when I first started out. Team leads were nearby if you had a question or needed help. My supervisor was friendly and supportive. I enjoyed getting customers, field techs and sales agents at stores issues resolved. I also enjoyed helping others and new people on my team once I became a team lead myself. The pay was good at $17 an hour.
Cons
This job is NOT for people who do not have a thick skin. As after 90 days you are now gated for frequent callers who call in 2-5 times a day so you get cursed at and yelled at all day long by them and also have your DRR (Daily Repeat Rate -Customers who call in again within 24 hours after you closed your case on their issue) metric hit which can get you fired for "not doing your job" on one call resolution. The tier 1's have no tech skills, are usually located in the Philippines or India and use a script for their troubleshooting even if it has nothing to do with the issue which makes customers angry before they get transferred to tier 2. The tier 1's also tend to break all of the customers services which include their TV, Internet, and Cvoip (phone) and then just cold transfer the VERY angry customer to the tier 2 Que, then wait for you to fix the issue(s) and close your case then they will write their case on top of yours which causes a hit on your DRR (Daily Repeat Rate) to avoid a transfer hit to tier 2 on their metrics. The metrics are absurd for the type of stuff we had to deal with in tier 2 being we had 15 minutes max per call to resolve sometimes really complex issues such as with customers Cvoip (phone) or trying to walk elderly people who were not tech savvy and did not even know how to turn on a computer or trying to walk blind customers through fixing their TV. The job was good at the start but after the 90 day mark it starts to take a real toll on you and becomes extremely stressful. It also did not help that upper management didn't think we had enough to do on top of all these issues so they made us also have to make four sales or four upsells a month on top of our customer, tier 1, field techs support having issues at the customers house or having to reassign ports for the field techs at the boxes. It became a constant battle between tier 1's and us tier 2's as well dealing with everything else with them being sneaky to avoid metric hits on them and hitting ours instead. Along with them not wanting to tell customers it was an out of scope (not our problem) issue and get yelled at so they would lie about what they were transferring the customer for so we would have to tell them it was not our issue so we would get yelled at for it instead. They also started to lay off the entire building slowly as near the end of my time there, every morning as I walked in for work I would see 5-10 people walking out with boxes and them telling me "better find another job they are laying us all off." Sure enough, my time came and a manager (mine was already off work and didn't even know until next day about it) said he did not know why since my metrics were all good but they are laying you off and handed me a box. To be honest I never felt a bigger relief and weight off my shoulders. By this time I was so stressed out from the job I had bad migraines every night after work to the point I couldn't see straight driving home and I also had a bleeding Ulcer as well. Two days after they laid me off my migraines went away and I had stopped throwing up blood and stomach was fine.
