Pluspunten
Nearly everything is well documented with exception of the sub-department I work in. They also use SalesForce as their ticketing software with a lot of custom integrations which makes job workflow quite easy to manage. 2 for you's are the main reason I've stuck around. In the summertime we can leave 2 hours early each Friday, or if your shift starts later you can arrive 2 hours later. This helps immensely with doctor appts and the like.
Minpunten
They track every second of work you do. From the case time trackers to the project trackers, everything is accounted for and then used against you via their 'Merit based system' of work. Realistically what they've done is split your base salary into 75% base salary, 25% bonus structure, and then they weaponize the 25% bonus against you with endless KPI's. I hear they're currently adjusting bonus structures, and I suspect given how much they're focused on productivity it'll now have a much larger impact and force you to do endless side-projects to help improve departments, which on paper sounds fine, but they expect 85% productivity all day every day. This is antithetical to my ideal of sharpening my skills and lowering how long I spend on each interaction, since I focus on quickly solving more complex problems, but being thorough. If I now have endless busy work to do on top of that, why am I only being paid a base salary around $60K? I could be paid more elsewhere.