Really no different than any call center, the biggest difference is just working for company directly instead of a third party. That's why they are able to provide benefits such as insurance and comp services. The pay is decent for cost of living, that being said - you will earn your paycheck. High call volume (for video tech support), work systems are web based - always lagging, knowledge database is not current and more often than not can't locate correct info to help customers, multiple cable box guide platforms which make trouble shooting a nightmare, web page not updated to new versions of guide (since we now service Charter and not Time Warner areas) unfamiliar with Charter systems. Training for the change to Charter was a joke. Angry customers all day long, upset at price hikes, channel line up changes, techs missing appointments. Major role ambiguity, with recent changes you get different info on procedures, my current supervisor is not engaged, always negative/ complaining about team stats, but does nothing to improve the team. No consistent coaching or feedback, no team environment. At this point I just do my on thing and can't wait to leave, comp services are great, but after dealing with cable issues - the last thing I wanna do is watch cable. The thrill is over.
Pay better than avg in area, benefits, free service.
Stressful, high call volume, change to Charter service area, metrics always over your head like your own little strom cloud.