It's mostly doing research about our printers and it's software, finding out emerging issues for new printers and finding solutions for them. I'll be dealing with a lot of important people within my company. But the best thing about it is that I won't be dealing with the customers directly at all. So it's a BIG relief.
I've been using it for several years now. Don't see any reason not to use it. Just don't use the beta versions of it. Some torrent sites don't allow it.