Don't try to make your home here.
Pros
With a decent manager, your work is not too bad at this level. Learn your systems and callflows and work handles itself Set work hours, Mon-Fri 8a-8p EST. No weekend work, unless you volunteer for extra tasks. The work-life balance is very good. Once you clock out, that's it, you don't have to think about this job until the very next day when you clock in. Everything in the con section being said. That all comes from the perspective of someone who wanted the career idea they were hired on for. At the current level. I'm not confident that a growing career is possible. This company does follow procedure of hiring out for upper end roles, while basically only promoting up internally people who are already at a particular level to begin with. It's a good job if you need a job, but don't try to make your home here, it's only ever going to let you go so high, no matter how much extra you try to do.
Cons
Be prepared to be on the bottom of a totem pole. You have to take and give bad news and have absolutely no power to help in realtime. You are stuck making tickets, this is compounded by a semi-incompetent processing team, which is fully outsourced to other countries. You are lucky if you get one good agent from that end out of ten tickets, meaning you are able to get things resolved without having to push it back to them more than once. Time delays receiving and sending documentation It's difficult to tell who this company is in the service of, the employees or the companies? Re: Benefits/ Diversity / Career. They talk a good game about how they're diverse and open to growth and provide benefits. But this is all extremely generous use of those terms. Benefits are geographic-specific, diversity is in the form of their staff photos (but has no real bearing on work anyway). Career growth is going to be extremely stifled if you get good. It's a catch-22 of learning to get good at your job, to then be too skilled to let go of, or have some new hyper-specific requirement thrown at you that requires both skill and luck somehow to meet, once. You are going to be dangled many job options that somehow you just aren't a good fit for. And good luck trying for any lateral movement, they're never hiring for *you*, please ignore the quarterly herd of new hires they just brought in only for handling the end of/new plan year rush. They just can't seem to afford cost of living boosts, or assistance for people working from home to offset home-office costs during this period of inflation and record heat temperatures. But good news they've made record progress on new client acquisitions for this quarter! And here's some pictures of the new VP on vacation with his family, as a psuedo-feel good moment.
