Slowly but surely more employee regulation programs are being added to the Support position. Every minute is monitored while you are on the clock. The management judges the quality of your work by surveys which is not the most intelligent thing ever done with a group as passionate as gamers. It has already been proven that we cannot make a decision without at least a little emotion involved so surveys will never reflect the actual work. They should be surveys for the Developers, rather than Support. You may find yourself kissing a lot of behind for better surveys which is doing more harm than helping and will ensure that the customer continues to be difficult if that is what gets them what they want.
There is a huge disconnect between Support and the people who run the support building. Software chosen, such as the live chat, may be great for customers, but as Support you will hate it with a passion. That one program causes a large amount of stress and anxiety in the department but should you admit to any of that, you hurt your chances at future promotions out of that department even though you are told that is not the case.
Raises in support, are less than the cost of living each year.
Not a great job if you have a family. Your sick time is juggled between when you are actually sick, and when a member of family is sick a couple days and needs help at home.
Ineffective management tends to stick around for years.
Employee monitoring and restrictions continue to increase while the actual humanity in the job decreases. If say for instance, you were hit by a drunk driver on the way to work and hospitalized, you might find that you have to come back and fight to get that attendance hit removed from your record.
Abuse by customers can go overboard. Numerous times I have heard employees trying to not be heard crying in their cubicles at the sheer amount of cruelty aimed at them that they dealt with that day.
Pay is a little low, but the benefits are great and job security as well.
Immediate management is rather helpless in some areas. If you come to work with Bubonic Plague your Supervisor cannot tell you to go home and they will cover the attendance hit. Instead they might just tell you to go home, but you still get the attendance hit.
Most of the job is saying "No" to a customer, often before you ever say a word to them, you already know that policy or tools will not allow you to help them, even if the request is perfectly reasonable.
