I'm from HP but not under Emerio. But I had heard enough about Emerio.. Sucks!

@Firdausz
1. Is depends on which account you're handling.
2. L1 mostly did is depatching tickets to L2 or escalating. Unless you join as L2 or L3, But L3 seldom tied under out-source.
3. Emerio pay is low compare to other vendors like Xcellink and ManPower. ManPower is the best among all.
4. Depends on account too.
5. Since you're on shift, then you need to work. Unless you take leave.
6. I yet to come across this.
7. Erm....... not sure for this.