Pros
The people you work with at the office are professional, capable, and for the most part competent and well-trained, or at least capable of assisting one another. The people overseas you work with are considerably less well-trained, and there is a lot of "fixing their errors" involved in this job. You can work your way to "tier 2" very quickly, but the pay is $0.80 more than Tier 1. Useful for the job title, but if you go from working Tier 2 here you'd be barely qualified to do Tier 1 elsewhere- (heaven help anyone who goes from Tier 2 here to Tier 2 anywhere else.) The Team Leaders are excellent, and the QEs are good people. The ability for chat is handy for when you're stuck and don't have a solution handy with the flowchart. The training modules are pretty comprehensive, if a little poorly fitted to the actual call drivers. In an era where I.T. is flooded with individuals with certifications, this will at least get you some "experience" as Call Centre IT, Installation, or Helpdesk IT. Whatever your route, keep in mind that while it is the bottom of the barrel, it is "experience." You can use it to move on to other roles at other companies, which is probably why their training is no longer the certified type, to prevent further brain drain.
Cons
Pay is terrible, low upward mobility, lots of cross-training where your job becomes more difficult and busier over time (with zero extra pay). Eventually you "make it" to Tier-2, which is where many people have apparently spent several years. No further pay or positions or advancements are easily available, and they are still likely for less than $1 more. A government-mandated cost of living increase boosted our pay more than advancement at this company. Hours shift around frequently and with no concern for work/life balance. Went weeks back-to-back of starting before 9 AM, to the next week where I'd end after 9 PM. Pretty gruelling on the sleep schedule, makes life difficult to plan social events. "Weekends" shift around without warning, too. Vacations will be slotted out randomly- the company will not grant more than one or two vacation days a week, even if you plan them months in advance. Expect the typical "good idea, good place to work, got big and went public, sold out." You know, links to "rewards" and "prizes" or "competitions" or free little things (fruit boxes, pizza delivered to the work site) and all the little things they used to do when they cared about their employees are gone. They've done their best to hide it, but you occasionally hear employees talk about all kinds of perks that have recently been removed in the name of better profit margins as the company went public. Then, as more and more good things go (so that some MBA can justify their position), you get an email talking about how the stock ticker went up another little bit, just to rub that salt into the wound a little bit deeper. Then you look over to the chat and realise it has gotten awful quiet, the time between calls has gotten razor thin, and a lot of the "old hands" and the more competent and friendly staff members (some of whom have been with CNX for over 10 years) are quietly stepping off the platform, leaving behind the mediocre or even outright incompetent to fill their shoes. You also have a billion ways to screw up and get the pay bonus taken from you, (they do try to make you feel bad about yourself in these performance reviews, even if your stats are way above team or site average). There is no incentive for outperforming or going beyond the metric, which then leads to rewarding mediocrity over excellence.