It is pretty hectic environment especially when you're hitting thousands of calls by average on weekly basis. But when we enjoy the job,the hectic level is least felt. As for the management end,they're pretty supportive in helping us with the cases. I've a bunch of top notch co-workers who often work together in resolving issues together,regardless how bad it could be.
Hardest part of the job comes in whenever we handle customer who refuses to accept any explanation but at the end of the day,that is what our job requires us to do,assist them in the best way in resolving their issue.
I enjoy solving problems for the user because end of the day,i am too a consumer of products and i can feel how they feel at times.