Working from home takes self discipline. Of which I have. In this position, you were able to make your own schedule. If something came up and you needed to change your schedule, you post your date on a employee forum where others can offer to take that shift for you or switch with you. However, if no one takes that shift for you, you then would be forced to call in for it and take an occurrence.
Management was sometimes difficult to reach or hard to talk to when support was needed. IT was horrible when software would crash. Because it's a remote position, you do not typically meet or know your co-workers. The queue was set up so that if it was busy, sometimes you would receive calls so fast, you wouldn't have a moment to catch your breath from the last call (which to me is essential in giving great customer service, because you don't want your last call rolling into the next).
The best part of the job is that you do have the ability to work from home in your pajamas if you desire and you can create your own schedule by bidding on shifts and days.
Management difficult to contact or talk with, poor IT