Pros
Great co-workers in tech support, everyone is very helpful, friendly, and like to keep positive - no drama. The supervisors are all great people. Great benefits. They love feeding us. If you have patience with all sorts of customers troubleshooting isn't too bad.
Cons
Too much stress now on meeting sales instead of the job title of tech support. I really enjoyed working here at the beginning in July 2012, but within the past few months the rules have changed and I feel like I'm only valued if I install a new product. The sales goals and time adherence do not feel rational to keep up with each month. A lot of customers calling into tech support already have cable, internet, and phone. If they don't, they more often decline to add because they say they either cannot afford it or they are more focused on their real reason for calling, which is to fix their issue. Another aspect to the sales focus is that employees get praised just for keying a new product install. This could mean you're installing services again for someone who had a non-pay disconnect or they are transferring to a new address. When workers key these orders they are praised for making a sale, when really it just landed in their lap. If you weren't lucky enough to have one of these instances during the month and weren't able to convince a customer to add a new product you're left feeling like you're doing your job wrong or not trying hard enough. I've received kudos weekly from customers who thought I did a great job troubleshooting and went out of my way to help them, but in the end that isn't the goal anymore. The role as a tech support rep is enough as things change every day here, so adding sales is too much. I'm looking for other work as I'm tired of having sales jammed down my throat.
