Pros
Good use of technology to streamline the support process. Compensation and benefits are very good. Time off requests are generally honored as needed.
Cons
Departments tend to work as silo's resulting in turf wars. Some employees especially in support tend to treat their workday too much like being in a college fraternity. Adults "blowing off steam" by acting like kids. While a casual atmosphere can work to an advantage in some situations, some teams tend to go too far to the extreme in their playtime activities which can distract others who are trying to work. Also with such a long call shift live on phones leaving little time for work on in progress calls, many senior employees are often too busy with their own shift to help newer employees work on escalated issues. Too much emphasis on matrix reporting & statistics of wrap time, call length, available time, etc...Leads to a "big brother always watching" feeling.