Support.com

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Support.com Reviews

Updated Jul 27, 2014
All Employees Current Employees Only

2.2 235 reviews

48% Approve of the CEO

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Elizabeth Cholawsky

(21 ratings)

29% of employees recommend this company to a friend

Review Highlights

Pros
  • Good to work for as an off-hours work from home gig to supplement other projects(in 166 reviews)

  • It was a good job with decent pay while it lasted(in 13 reviews)


Cons
  • The Work From Home employees are viewed as " chat avatars" and not human beings(in 16 reviews)

  • No raises ever, despite occasional mendacious promises of pay boosts once the company became profitable(in 32 reviews)

95 Employee Reviews Back to all reviews
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    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Disapproves of CEO

     

    Great for 5 years, then....

    PTE/RST (Former Employee)

    ProsWork at home
    Friendly Supervisors
    Did I mention work at home

    ConsEmployees ability to "game" the system, making people who work legit suffer. More then I can post here for cons.

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

    • Culture & Values
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    • Career Opportunities
    • Disapproves of CEO

     

    Stay Away, nothing but lies and broken promises

    Personal Technology Expert (Former Employee) Redwood City, CA

    ProsTake this job only if you need time to finish school and look for a real job or if you live in your parent’s basement and play World of Warcraft all day.

    ConsBad ending to this story
    Zero opportunities to advance
    Zero possibility of more money
    Zero scheduling flexibility
    Zero management support
    Zero real-time training
    Zero company culture
    Zero management support
    Zero IRA contribution
    This company has gone from a 10 to ZERO
    And in the end,
    You will be replaced by off-shore / outsourced $3.00/hr boiler room, script reading zombies

    Advice to Senior ManagementIt’s just business,
    Thanks for teaching us how not to treat an employee.

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

    • Culture & Values
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    • Disapproves of CEO

     

    Sinking Ship Jump Off

    Anonymous Employee (Former Employee) Redwood City, CA

    ProsIn the beginning it was the people, now not sue

    ConsUpper mgmt is closed door, everyone good is leaving and no longer a place anyone wants to be

    Advice to Senior ManagementGet it together!

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

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    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Approves of CEO

     

    Training consisted of big talk and promises, and lead to massive disappointment.

    RST/PTE (Current Employee) Los Angeles, CA

    ProsYou are at home, beyond that nothing really.

    ConsSupervisors have either never taken calls, and/or were promoted within and lack the background to actually supervise anyone.
    Lying to customer of client is not only encouraged but required, if you fail to push the script on a call to someone who is irate, and that call is pulled you will fail the quality for that call regardless if you fix the issue or not. Some people on the "call floor" have ongoing tool issues that are never looked into or resolved and receive disciplinary action for something that isn't in their control.
    They continue to hire people with no technical skills which makes the burden on those who are over qualified for the job heavily burdened, there is even an entire chat room devoted to asking questions which is abused by people with no business doing this job. There is so much wrong and so very little correct within the company, that I fear daily that the contract with Comcast will be dropped due to the failure with Comcast and the employees they hire, There is a complete lack of communication between Support.com and Comcast that makes this job extremely stressful as you receive 40% of your calls from Comcast technical customer service. You will leave your desk every day feeling defeated and that the 8-10 hours you sat and took calls, was a complete waste of time to receive such a small amount of money.

    I am only still here because I have a high tolerance for pain.

    Advice to Senior ManagementDrop Comcast as a client, it makes you look bad as a company and keep your contracts with people who you can actually fix the problem for.

    Require more than a high school degree and years in 1 industry, Hire people who can actually perform the job they are hired for without training.

    I think the CEO has her work cut out for her, and will see this was a bad move on her part if the other contracts support.com has are even close to the failure that Comcast is, you may want to remove yourself from the continued sinking ship that is Comcast.

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Disapproves of CEO

     

    Good company gone bad

    Remote Support Tech RST (Current Employee) Houston, TX

    ProsWork at home. Schedule you want for top performers. Good starter job.

    ConsDecreasing benefits every year. No raises. Extremely limited opportunity for advancement. Constant negativity by fellow employees. Limited supervisor interactivity not even for a job well done. Poor communication and constant change. Forced overtime due to decreased quality hiring.

    Advice to Senior ManagementSupport.com used to be an excellent company what has changed? Everything. Seasoned techs are more customer service agents. Cost of living continues to increase while wages are stagnant. What you start with is what your stuck with. Poor procedural change implementation causes excessive negativity. Nothing is being done to fix issues just band aid them. Unemployment rate continues to decline eventually keeping employees will become impossible without action taken to solve issues. Create opportunities for advancement with pay increases. Next 2positions floor support and mentors receive no additional pay. Where is the incentive to become one. Seasoned techs with no attendance issues that meet the majority of metrics should receive raises to keep them. They are leaving slowly and in greater numbers then ever before. Its time to act.

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

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    • No Opinion of CEO

     

    Not a bad experience but company is trending backwards

    Remote Service Technician (Current Employee) Saint Louis, MO

    ProsWork from home, easy work, good benefits

    ConsEverything is going backwards. Lower pay, less benefits, no opportunities for advancement. No real communication. No stability. Forced OT. High turnover

    Advice to Senior ManagementSDC used to be a great company when I first started. Over the last year one thing that has become consistent is change that does not benefit any employees. Starting staff gets less starting pay. health insurance costs increase. There is no room for advancement no matter how qualified you are more of who you know. There is no such thing as a pay increase so what you start with is what your stuck with forever. the recession is almost over be very wary that more and more people will be jumping ship. You get what you pay for low pay = high turnover. New CEO time to wake up before its too late you inherited a disaster in the making.

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Disapproves of CEO

     

    So sad what this company has become

    Solutions Engineer (Former Employee)

    ProsWork from home..that's about it

    ConsThis company has changed from nice to work for to devious & deceptive. They have gradually taken away every benefit that made me want to stay to no reason to stay...benefits suck, no raises in the 5 years that I've been here, HR never willing to help, schedules & everything that the other reviewers have commented on. So sad.

    Advice to Senior ManagementSTOP outsourcing!!! Wake up management. your company isn't going to be around much longer if you keep up the way your going

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

    • Culture & Values
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    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Disapproves of CEO

    2 people found this helpful  

    Former corporate employee

    Anonymous Employee (Current Employee)

    ProsNone left - all con

    ConsThe Work From Home employees are viewed as " chat avatars" and not human beings. SDC does not include employee retention as any kind of goal - the opposite is ecncouraged and promoted.
    LIES - LIES - LIES is the corporate mantra. Admit nothing, deny everything, and make counter accusations is the mgt SOP with any pointed questions or concerns about policy/direction/goals/ or undesired communications recieved.
    WFH employees are given goals to reach that base line supervisors and managment cannot and/or will not provide specific direction on how to achieve when asked by those employees. These employees are put on a "black list" for future disciplinary moved to keep the churn of employees going.
    Training is a word that is inappropriate for the level of new material and methodology to implement that material and methodology. " Reading" is a far more appropriate term. And as always training leaders mantra " use google" is the sound for any questions. Promotions are given in the WFM division even tho some that are "promoted" ( sideways move w/o pay increase) - have been given to documented racists/ gender discriminators/ bully's/ and personality assasins . DOCUMENTED I SAID .
    Corporate mgt and now new CEO talk/promise/infer communication and cohesiveness strategies - with no delivery as always.

    Advice to Senior ManagementOn deaf ears : Just cowgirl up and DO IT !!! Stop the talk and promises if you have any substance to deliver, and DELIVER !!! Otherwise your communications will continue to be seen as lame jokes.....

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

    • Culture & Values
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    • Senior Management
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    • Career Opportunities
    • No Opinion of CEO

    2 people found this helpful  

    Used, abused and lied to.

    Business Technology Expert (Former Employee) Redwood City, CA

    ProsWorking from home. Not having to drive to a job that doesn't appreciate you.

    ConsUpper management is lazy and inneficent. Hands work down to lower employees with promises of grandeur that never come true. No raise, ever. Constant backlash for discussing unethical practices. Asked numerous times to falsify facts to customers.

    Advice to Senior ManagementLearn how to treat people, if you promise to pay someone for work done. Do it. Quit lying and manipulating.

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • No Opinion of CEO

    3 people found this helpful  

    RUN! If you have any morals or ethics.

    PTE (Former Employee) Tampa, FL

    ProsAt one point it was the freedom of working from home, until it became slave labor

    ConsCurrent positions with SDC (RST) unfortunately require no technical knowledge and are best suited for the uneducated wanting a "tech" job. It is purely customer service, working with irate Comcast customers, who are dumped into the system from overseas. They are now not even utilizing their own name in the recruitment for these positions. New CEO same backhanded tactics towards employees.

    The worst downside to working at SDC is the absolute lack of responsibility management feels towards its employees. Concerns and complaints are met with deaf ears, unless they choose to tell you simply to suck it up and work. Policies are changed surreptitiously behind the scenes when they counter management's edicts (such as when they subtly changed the online employee manual after the manual was shown to prevent mandatory overtime) without any acknowledgement that they have done so.

    Promises made to the employees upon hiring and throughout their career, such as raises when the company is profitable (denied raises, differential was cut, CEO pleaded poverty then immediately cashed out over a million in stock options, while getting quarterly bonuses for simply doing his job,) or never outsourcing work (most of our work is now outsourced, and despite being promised multiple times that break-fix work will not be outsourced, it is now currently being outsourced supposedly because of our clients' wishes,) and always putting service first (we were always told our primary goal is to resolve the CX's issues and now we are shackled by timers,) these were all broken, and, with the previously stated tendency to edit policies in an Orwellian manner (behind the scenes edits with no disclosure that things have changed coupled with outright denial that things have been changed when directly asked) makes the management at best seem untrustworthy and at worst like it is specifically trying to cause chaos and havoc amongst the employees (such as when Voluntary Time Off (VTO) is available and it gets thrown out first-come, first-served now, causing hard feelings between people, while it used to be doled out via the Supervisors, who could then decide amongst their teams who should / could get.)

    Part and parcel of the lack of responsibility is the lack of uniform policy to deal with X or Y. We are taken to task for not knowing that policy has changed or been updated (almost always without notice or information.) Alerts often come days or weeks after changes have been discovered and disseminated to us through our work chat rooms. If a change requires us to do something, we are rarely given more than two days notice to accomplish tasks, despite possibly being unavailable and/or on time off.

    Be expected to take on more and more responsibility and learn new things without any recompense. You will be told how valuable you are to the company while they increase your workload and do not provide even the most basic cost-of-living raise to your pay. Despite the fact that they are using YOUR utilities, YOUR internet, YOUR equiment, YOUR furniture and facilities, they will continue to take from you and expect more of you while giving nothing more than the basic compensation they started you at.

    Training at this company is barely worth noting. Initial training is paid, which is nice, and is fairly easy-going and informative, but does not reflect actual work environment. Subsequent training involves watching a video or, on the rare occasion a trainer can be spared, listening to the trainer talk about his rig and/or pop culture and/or relative connection speeds with little to no time spent on actual fact or necessary information, other than what we are already assigned to read / watch on our own. Company mantra towards training is "Google it".

    This also includes that many are expected to fix systems and devices they have little-to-no training or experience with (Apple, mobile devices) or that are not yet considered suitable for use with work (Windows 8 OS.) How are we supporting things that we are encouraged not to use or cannot use? Things that we don't even have virtual demos for? It's strongly implied, however that you should seek these virtual boxes on your own and assume all personal risk and responsibility therein.

    Metrics are based on easily-gamed numbers and denial of service. One of the pros of a job like this is to fix what's broken, whether out of loyalty to a customer or the desire to overcome an obstacle. I understand there needs to be limits regarding this. However, now it is strongly encouraged to ignore obvious problems that are unrelated to the customer's original problem (e.g. you see the CX is woefully out of date on several commonly-used programs, but that has nothing to do with the adware that's slowing their system down, so just ignore the possible security risks and conflicts.) Also, we are strongly advised to not even speak with customers and build rapport, so we can eliminate more time. While using scare tactics to sell un-needed software and services. Finally, metrics goalposts, which are part of their new pay scheme, are constantly shifting upwards, eliminating any chance for a "performance bonus" except by those who game the system.

    They have in the last year hired hundreds of techs only to fire them due to their losing yet again another contract. Since this action SDC's stock value has plummeted 70%. So RST's here's to hoping you can swim.

    Advice to Senior ManagementOut source management. Off shore ppl's need American executive level jobs too!

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

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