Pros
Working from home is the only pro. The calls are so annoying its almost not even worth that. We are told to always troubleshoot on every call. Troubleshooting steps we know is not going to fix any issue the guest is having.
Cons
Everything else. Never worked at a helpdesk that didn't correct any of the issues. These networks are bad, very bad. Most of the guests cant even use the internet at these hotels. Don't really understand why we escalate tickets when nothing is ever resolved. Don't understand that there is never a response from Tier 3 on any escalation, doesn't make any sense other than the fact that there is none. So from what I can tell MTS setup most of the networks that are causing all the issues especially at Westgate. Just google Westgate Resorst and sit back and see what they are about. MTS does just about the same. Issues that are daily problems for guest at these hotels can be resolved on the first initial call. So if they were to be resolved the call volume would decrease significantly and I guess that's what it's about the overall incoming call volume. Crappy networks creates back to back incoming calls all day long.