Pros
Not a full-time call center, you arent taking back to back calls. When not overloaded with cases, it can even be fun at times. It is reasonably doable to keep your caseload manageable when you have a backlog of under 40 cases. If you are trapped in call centers, its still slightly preferrable. But I wouldnt plan to stay long if you actually want to be good at your job. use it as a temporary job while you find something better. If you love half assing things, then this is the job for you because you will blend perfectly with those who are too overloaded to do their jobs.
Cons
There is no casecap, which when you are assigned 6+ new cases daily, and you support those cases until closure (sometimes lasting 6+months) you can easily reach too many cases. Once you have more than 40 cases or so, it becomes impossible to respond to all of your customers in a day, much less research their issues. And because there is no cap, you keep getting more cases. it is very common to hear people talking about having more than 70 cases at any one time. Knowledge flow on the floor is impossible to keep up with. the "TSGs" which serve as your primary information source are impossible to search. Technical Leads get frustrated when you ask for help (thats literally their job). Management is unwilling to listen to new ideas, though every time they hire a new OM they are good at making you think this time it will be different. (spoiler, it isnt). The advanced areas are woefully understaffed because those employed with more difficult support areas (called verticals) do not get a pay raise, and the longer you work for the company the more likely you will be overloaded to the point of wanting to quit.
