Pros
Work from home The pay is okay if you last.
Cons
When a company with the ability to create all in one software such as Dell SupportAssist requires multiple sign ins to get started daily, that's intentional. They have a setup where you have to remain on phones and create a miracle each shift that allows you to work on existing cases. The cases can pile up because you only get 15 minutes total for case management, and if you don't get time to help customers that can land you in trouble with manager. If you try to call customers on outbound you're limited to 30 minutes total, so existing customers who may have more issues could take up that time or more. Using outbound to do your existing work beyond that 30 minute slot can land you in trouble with manager. Micromanaging is unreal, but they don't seem to help when you ask and a customer can get mad as a result. You can get in trouble because of someone else's case! If a customer has multiple cases, you're expected to know by checking and you have to keep your case open if the customer is upset about another case that you wouldn't normally know about. This is one of the ways cases pile up, and it's one of the ways you can lose your job for no fault of your own. Case pile up can happen when other agents put their customers on you if you don't catch it or a customer keeps opening a case they keep ignoring until you send a preclosure notice. You have to clock in on two points, if you forget one, you or the other that's trouble. You can expect meets on a consistent basis to point out things, even if you weren't taught certain things on training. Not all troubleshooting helps customers, you have to improve and make it fit within the program. It's stressful and morale goes down with this tiring setup. It doesn't help morale to see coworkers leave in mass either. Dell Digital Locker and Dell Digital Delivery still don't have a step by step guide for customers to access their software. That only makes customers upset with agents. You also work 9 hour shifts because of the hour lunch break. It can be a plus, because the job can be stressful, but I don't want to be on longer than I have to be.