Pros
The pay is pretty good. Your direct supervisor is usually kind and helpful. You get to help some nice people here and there.
Cons
The Network Operations Team refuses to acknowledge problems to the point of causing issues to take days to be addressed. There is downright hostility towards Tech Support representatives from both NOC and Dispatch. Things fall through the cracks often because of this. The tools that are used are unreliable and archaic. There is very little room for promotion and being a favorite makes you much more likely to be promoted than being qualified. For a company making a killing off of the Internet, Armstrong sure is hateful towards geek culture. You can wear a sports jersey most any day but try to wear a Mario t-shirt and you'll be in trouble. You are given days off but you can't use them in case of emergencies because you almost always have to plan time off months in advance. If you have vacation time available and have to take off because of emergency you will lose vacation time but you will also be reprimanded for taking off without scheduling it ahead using the terrible scheduling software you have access to (that is only available from Internet Explorer). You are often required to lie to customers about mistakes that other representatives make and policies like data consumption caps. No insurance or other perks unless you manage to get full time.