Pros
I cant say much about the pros as I started hating the job due to many changes with the management and support teams being to district with the way it was being ran there own way. Perhaps the bonuses and gifts were probably the best things. In regards to gifts, they would give out like a $50 amazon gift card if you were performing well or something even better, or even time off from the queue for as long as 2 hours and still get paid.
Cons
Required approval from team leads or management on EVERY part that was to be sent out for replacement on each clients computers. Had to go by a stupid form to trouble shoot a problem that you already know how to trouble shoot, they literally had to see the form results pasted in the notes on each call that we got. Team leads that were hired 6 months from the role I started, running the show there way, example would be that if you didn't go by the form that you were supposed to follow, they will put you in a one on one with them in a room and had to explain why we're not following that form. If it continues, you had to sit with the team leads and the manager and threaten you with verbal warnings. Also we had to open a case for every call that we take, and take ownership of that case until fully resolving there issue. There were more than many instances where we needed to get off the inbound calls, and take outbound time to make those calls to the customers we owned, but we're denied because of the queue being so slammed, and then we would get in trouble by the management as to why we haven't been touching our cases EVERY DAY! Little did they realize they never gave us the time to do so, it was like slaving in there. Another thing is that they are always hiring, you would see a group of 20+ people every 2-3 months take a training class, after almost 2 month of training and start taking calls on the floor. Possibly about 65-80% of those people that was hired had left Dell within a time frame of 1-3 months after there training as it was just to complicated for them with the way this business is running.