Pros
It was nice to get to work from home, especially during the pandemic. Pretty much 100% of the job was able to be done at home. If you wanted to, you could still opt for going into the office.
Cons
Do not work here if you like job security or being appreciated. There was a constant rotation of new employees as this job gives you burn out extremely fast. You would see new faces a lot. Lay offs were happening left and right during the height of COVID, and even saw a few post COVID. For every client that you work for, every CAI ran help desk will be constantly understaffed, so you will be doing the work of multiple people at once. Your manager will get upset at your for not getting 100% call reviews when you are the one taking the majority of the phone calls and emails. It was especially funny when I was constantly calling out how BS some of the reviews I got for my calls were: (For example, I was told I didn't attach the proper knowledge base article to my ticket even though I had attached the correct one. The proof was RIGHT THERE IN THE TICKET. Another review I got dinged for stated that for one call, I didn't create a ticket at all, but I had the ticket number AS PROOF.) I would have to constantly get my manager to correct these call reviews. It just felt like you weren't allowed to do your best there, or you'd get punished. You will be switched between accounts and retrained constantly, while getting embarrassingly small 50 cent raises every year during your review. Only the select few here are promoted and praised while you will be stuck in the same position with the same responsibilities for years and years. You will NOT advance or excel here unless you brown nose your managers and higher ups. There was a person who was a part of my team who would constantly "refresh" in the queue by changing their queue status to "After Call" or would just not pick up the phone call at all, so they never had to take calls. They would then get placed at the bottom of the queue doing this which is why it's called "refreshing". I of course, was always delegated to these phone calls and emails instead since I worked evening shifts and it would just be me and that employee on the shift, yet they were the ones who got praised in the company wide appraisal emails that were occasionally sent out and this useless employee was eventually promoted off of the service desk. Telling my manager about these various incidents led to nothing happening. They just didn't seem to care whatsoever. Even going higher than my manager led to no result. They definitely play favorites here. The pay is insulting (you get paid less than someone at McDonald's or Target, I am not joking. You get paid like $15-$16 per hour...), the work is very repetitive, stressful, inconsistent across clients, and most of the managers sucked. I want to confirm another review as well because as a side note, it was hilarious to get an upset email from the CEO of the company during the 2020 election. They went on a huge rant about politics and basically made threats about the business and it's future if you voted for a certain candidate and the outcome if they were to win. Super super unprofessional. I would honestly avoid this company like the plague.
