Supportive coworkers, but overwhelming pressure in customer service
Pros
My co workers in my department are cool, and when there's no outages, They're good when you need to take off some management are approachable.
Cons
Customer service is the front line, they handle 2-3 times the amount of calls than any other department, are constantly being saddled with more and more responsibilities, constantly being micromanaged, other departments would rather argue with the CSRs when we follow policy and workflow, getting constant complaints and having customers take out their frustrations and anger about our tech support or lack there of, Tech support is severely understaffed, which leads to customers calling in to CSR and blaming CSR chewing us out, cussing us out, sometimes even threatening us. We're constantly asked to do more to stop customers from canceling, but they're canceling because there's frequent outages, or they have to wait on hold for tech support for an hour or more, and after customers wait on hold for an hour, the system hangs up on them when a tech does become available. Which leads to them calling back upset. When customers need a service tech, they often have to wait three weeks or more to get service which makes customers more angry and csr has to deal with that on a constant basis.