Pros
Free food from vendors...which is the equivalent of a Door Dash gift card now due to COVID-19
Cons
Where do I even begin? There's the constant stress and pressure of having to ensure every ticket you receive and close is a 5 star to appease some arbitrary metrics and spreadsheet punchers at Zones/Microsoft, otherwise, you risk losing your job. You're constantly being micromanaged by upper management over trivial things and pressured to take more tickets even when you've met the minimum ticket intake. Support resources here are a joke as the people we have to rely on are former support agents who have no business working here in the first place, and will often give you vague or non-answers, putting your support cases in limbo. Escalating a case is no better as reading isn't a requirement for escalation engineers apparently. The most frustrating part is that all of this falls on the support ambassador and no accountability is held for floorwalkers or escalation engineers. People have been working here for years and yet, they are still making the same amount of money that they started with, and up until recently, we were given a "raise" - anywhere from 34 to 55 cents. Pay discrepancy is very apparent here and Zones used the COVID-19 pandemic as an excuse to justify holding off on raises for so long. Management does not care about you at all. You could be the top ambassador for one month, and the next month you're written up and your job is at risk due to some customers that believe a 4 star is just as good as a 5 star. They're severely out of touch with support ambassadors and think all customer issues can be resolved by "building rapport" and introducing more nonsensical metrics that don't actually show how proficient I am at the job, it's all based on the customer perception of how well I do my job. Management is also very hypocritical, they will provide strategies to avoid poor survey ratings, but will threaten termination if you actually use some of these strategies. It's clear they tend to pick and choose when they have a moral compass. Overall, this is probably the WORST company I've worked for as this place has ruined my mental health and given me anxiety issues. There's a reason why the retention rate is so poor at this job. If you want to be appreciated for your proficiency at your job and not be held at the mercy of customers on a 1 - 5 star rating and you value your mental health, stay far away from this job like it's a restraining order for your ex.