Ventajas
The initial training is great, weeks to months spent learning the systems. Overtime is generally unnecessary. Mid-level managers seem to be engaged with their teams as much as they are allowed. Fitness center is a bonus. Easy enough job to do if you want to be able to go home every night and not think about work (except for mandatory on-call rotations).
Desventajas
Absolutely zero transparency from management. HR rep wouldn't even disclose roughly how many employees there are when casually asked because as a private company, they don't like to give out info like that. Never any team meetings to find out how the group is doing. Only help desk I've ever worked at where call statistics aren't shared (apparently for fear of the high achievers starting to slack when they see what everyone else is doing). I have never seen a member of executive management outside of the social events; obviously they like to keep their distance from CS. Insurance is ridiculously expensive for mid-tier coverage ($600 /month for health and dental for a family, no vision or orthodontic available). After initial training, you're on your own with outdated software and scattershot documentation.