Pros
Good starting pay, location away from the city, some managers are very personable and easy to get along with. Good training team, and documentation for just about any basic issue you will come across is abundant. Great team of agents around you as of 2015 (though I do not know when you will read this.) that are always happy to help. Vacation accrues quickly, and you are permitted to go 37.5 hours in the red, so you can take a full weeks vacation very early in employment. 3 weeks vacation is granted after 2 years, whereas most companies are 5+ to receive more than 2 weeks of paid vacation. Nice outdoor break patio with smoking and non-smoking tables, though the only shaded portion of the patio is smoker-friendly so be aware. Unfortunately some of the tables/benches are wobbly and seemingly unsafe, be wary which you sit at.
Cons
Technical Support is a very under-appreciated department. The upper management in Technical Support does the best it can to reward the employees where possible, but are severely limited as those above them are unwilling to provide proper resources and recognition. Please understand that the technical support policies and procedures are openly communicated to not actually be regarded as "policies" but rather "guidelines" and are cripplingly open to interpretation. If you are lucky enough to be on management's good side, you will be fine. However, if this is not the case, I wish you good luck. You will likely run into issues of receiving written or verbal warnings for things that seem to be within the "policies" guidelines, but these are again just guidelines and open to interpretation. Benefits are ok, until you review the policy regarding sick pay. Please make sure to exercise caution when using sick pay. You must know 24 hours in advance if you are going to get sick, request sick pay, and have it approved. If you wake up ill, you will need to attend work anyway to avoid accruing "points". In the ways of compatibility for the various products, you are not permitted to inform an individual which browsers the products work best in, but rather report the issues to upper development - while in turn development rarely fixes compatibility issues for Internet Explorer (mind you, the default browser on all windows machines) and prefers Firefox. With NPAPI support dwindling in Firefox and Chrome, many products are being moved to the wayside to make room for the major platform MindTap, however due to lack of communication between Sales and Technical Support, incompatible, sunsetted, or often simply neglected products are still sold. Blackout (times during the year in which you cannot take vacation) consumes an incredibly large portion of the year. You are left with midsummer vacations, or winter vacations. Do not expect to vacation somewhere during the spring or fall, as these seasons are blacked out due to the school season starting. Due to having to balance financially between extremely heavy volume for half of the year, and painfully low volume for the other half, you are left with too many employees to provide any sort or workload during the slow season, on the other side however there is not nearly enough agents to handle the very large call volume and ticket volume during "rush" periods. (thousands of tickets in queue, with back-to-back phone calls preventing you from working said tickets) - it can be very overwhelming.