Pros
Entry-level customer support role. They provide 1 week of training for their products and standard operating procedures. Since it's a VoIP company, you will be trained for the basics and for troubleshooting their products. Free lunch on Fridays (although I'm not sure how it is nowadays since COVID)
Cons
Be prepared to deal with customers who are always complaining about how the product either: never stays connected or craps out (product could be brand new or old with wear and tear). When I was trained I came in with the notion of having 1 hour lunch breaks but that was a facade, as they ALWAYS shorten your breaks to 30 mins and have the audacity to say "you will be paid for working the extra 30 mins" per shift. So really, you are working an 8.5 shift for 5 days a week. Not bad when you think about it on paper, however, you are expected to stay ready for a call in the proper queues for the entirety of your shift (minus bathroom breaks of course, but be careful if they catch you taking a break every so often as they will call you out). Tenured coworkers seemed to give up "caring" about the customer and would always escalate simple, easy-fix calls to a T2 rep. The company also does not reprimand associates for errors that cause the customer to call back. The issue could be something very simple but instead you have the customer calling back for the 4th, 5th and 6th time until someone competent can finally help solve their issue. By then, you have a distraught customer who 9 times out of 10 will most likely cancel their service and request refunds. But wait, upon trying to cancel they realize that they have been locked into a contract that they did not agree to and this is where most of the issues of the company are brought to light. To be honest, most of the calls received will have an angry/distraught customer about the product and that can take a toll on the representative 40 hours a week. Management does not care about your well being, as their only goal is to "clear the queue" and to have calls with a maximum of 6 mins and 30 secs. Because of this "goal", you have T1 reps transferring simple calls so that they look good but the customer will still be frustrated and wondering "why?" Both managers on the floor will express their frustration to you if you need them to reiterate information to a customer and that just adds to the stressful environment already.
