Support.com Reviews

Updated July 27, 2015
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Elizabeth Cholawsky
27 Ratings

Pros
  • work from home but that's about it (in 200 reviews)

  • It was a good job with decent pay while it lasted (in 17 reviews)

Cons
  • The opportunity to work from home seemed great (in 20 reviews)

  • No raises in almost 4 years NO job security 200 people layed off before new year (in 39 reviews)

More Pros and Cons

125 Employee Reviews

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  1. save yourself a lot of unnecessary stress and look elsewhere

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Remote Services Technician in Tampa Palms, FL
    Current Employee - Remote Services Technician in Tampa Palms, FL

    I have been working at Support.com full-time

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    Pros

    employees are eager to help you in chat room.

    Cons

    schedule changes every 3 mths/ NEVER A RAISE. YOU ARE TOLD THIS DURING TRAINING/ Supervisors are not available to help/ IDIOT CALLERS YELL, CURSE, AND SCREAM WHEN INTERNET CRASHES

    Advice to Management

    WHO CARES ABOUT MNGMT/ LET THIS COMPANY SINK


  2. Helpful (2)

    Do not work here.

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - RST
    Current Employee - RST

    I have been working at Support.com full-time (More than a year)

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    Pros

    Work from home. That's about it.

    Cons

    Everything else. Upper management down to regular supervisors. There are a few supervisors that are awesome but for the most part the others are useless.

    Advice to Management

    Do better.


  3. Helpful (1)

    RST

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at Support.com (More than a year)

    Doesn't Recommend
    Negative Outlook
    Doesn't Recommend
    Negative Outlook

    Pros

    working from home would be the only pro and then thats even limited

    Cons

    no pay increase ever over worked , under paid company really doesnt care about its employees told we cannot hang up for abusive/racist cx

    Advice to Management

    better pay, better treatment, less micromanaging


  4. Is this helpful? The community relies on everyone sharing – Add Anonymous Review


  5. Helpful (5)

    HNS - Hell Never Sleeps

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Home Networking Support
    Former Employee - Home Networking Support

    I worked at Support.com

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    Pros

    Its a work from home job. That was the only pro.

    Cons

    Major cons are the S4 in its entirety... Completely and utterly ludicrous. Asking for the problem instead of verifying first. No interdepartmental comminucation where verification is concerned. Didn't know I'd be working for ComCast until after I was hired and training got underway. The constant push to 'plant the seed' and upsell poor service was unnerving. The constant drive to focus on stats and scripted words instead of actually helping the customer. Moronic other departments that just follow the Einstein ITG that dumps all sorts of irrelevant calls into the department I was in was intolerable. All in all, a very stress inducing year of my life employment wise. I quit of my own accord before the stupidity level rose any higher.

    Advice to Management

    Get your heads out of the sand, let the agents do their job without over-complicated systems.


  6. Helpful (3)

    Sanity over salary

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - RST in New Orleans, LA
    Current Employee - RST in New Orleans, LA

    I have been working at Support.com full-time (Less than a year)

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    Pros

    Work from home, if you can call it a pro. 401k Insurance Easy to get /peer pressured time off

    Cons

    Everything not mentioned Above. customers, heads up! complaining about how much you hate them and giving bomb threats only makes you look like a child throwing a tantrum. You deal with this daily. If you like your sanity, skip this place. They treat you like children and if you don't perform (ie, have perfect metrics--the numbers game) you get "coached" like a 5yr old who just lost the ball game. Speaking of IE... They make you drop your security to levels that basically force you to reformat after you leave or even every few weeks. Here's the dirty....

    Advice to Management

    Man up. Train your poor, unfortunate souls who are coming on board to actually troubleshoot. Anyone can read prompts on a screen. Those do not fix the issue and creates poor customer service. Tell your tenants to get with it. Let you use the tools you develop as a company with their customers. Don't be the company that hides in the shadows. You have a great product. You have a great company. Stop letting your tenants tell you who you are! You say in your meetings how great we all are, but when you get to a certain point (you know where I'm talking about) everyone gets quiet when talking about one trouble tenant in particular, which is causing your company to look horrific with the high turnover rate.


  7. Helpful (3)

    Very poorly managed company

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Remote Support Tech RST
    Former Employee - Remote Support Tech RST

    I worked at Support.com

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    Pros

    - Work from home - Fun training

    Cons

    - Low pay - Ridiculous scope limits - Not disability-friendly - Not associate-friendly

    Advice to Management

    Your associates need to be treated well if you expect them to in-turn treat your customers well. Not allowing associates to terminate abusive calls is a horrible practice. Refusing to follow the Americans with Disabilities act is an even worse one.


  8. Helpful (5)

    Starts off great, gets much much worse...

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Remote Services Technician in Chicago, IL
    Former Employee - Remote Services Technician in Chicago, IL

    I worked at Support.com full-time (More than a year)

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    Pros

    + Work from home! + Easy to get a job there + Paid training +Good people working there

    Cons

    - Mistreated employees (you are just a another gear or cog in the machine) - little room for advancement - No raises - No changing departments within the company - poorly trained management - bad communication - Lots of tool issues - New changes implemented, expected to learn on the fly - training does not prepare you for the floor - Extremely high turnover rate - Pay is poor (you are working from home though) but only tiny carrots are dangled over your head in the form of a promotion where you make just slightly more

    Advice to Management

    Treat your employees a little better. Make them feel like they are useful and contributing. Quit sending out emails how well the company is doing and how the company is building new employee break rooms, to your work from home employees who see no benefits. Communication is key and it is non existent emails are either ignored or responded to with useless information. This is a great work form home initiative but very poorly handled.


  9. Helpful (6)

    Flippin' burgers

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Remote Support Tech RST in Mountain Home, AR
    Current Employee - Remote Support Tech RST in Mountain Home, AR

    I have been working at Support.com full-time (Less than a year)

    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    Pros

    This is a good place to work if you need to work from home. Say if you are having a gender reassignment and need to make some money out of the public eye.

    Cons

    This is not a tech job. Don't kid yourself, you are just flippin' burgers here. They pride themselves on their franchise like standardization and compare their product to McDonald's and Budweiser. As a result it is a employee hostile work place. As we say, "SDC is to it's employees like Comcast is to it's customers.

    Advice to Management

    The All Hands meetings show how out of touch upper management is from employee/customer relations. I would recommend either stop embarrassing yourselves by having them or get a clue as to what your company does.


  10. Helpful (3)

    RST comcast tenant

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - RST/Home Networking in Grand Rapids, MI
    Current Employee - RST/Home Networking in Grand Rapids, MI

    I have been working at Support.com (More than a year)

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    Pros

    work at home. thats it nothing more

    Cons

    everything sdc pay is not competitive, No room for advancement raise forget about it. youll start 30 mins later or earlier and so over staffed handing out time off like candy. company could have better ethics towards its employee's

    Advice to Management

    let the techs be techs and not itg prompter we know how to fix it right without going oos. want to show world class service have tier read itg then let the pros handle the problem we are techs thats what we do. didnt sign up to read a pre-scripted troubleshooter guide for idiots ie tier


  11. Helpful (3)

    Good for adding to your call center experience

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Remote Support Tech RST
    Current Employee - Remote Support Tech RST

    I have been working at Support.com

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    Pros

    -Work from home -There can be enough downtime sometimes to catch up on Netflix

    Cons

    I have been around for 3 months and this is what I have experienced while working here. You WILL NOT be fixing computer in this position, you will simply be a human that follows a flow chart that they call a "solutions toolkit" and you will only be doing the following over and over and over and over: Office Max / Office Depot: -Clicking the check marks on your automated solutions toolkit after it has completed it's automated tasks (they say this is not a flow chart) -Uninstall adware/unwanted programs, anything more than using the control panel you are not allowed to do -Install and run a malware scanner -Install an antivirus Dish: -Same steps as above but you get them as calls and must walk the customer through everything, if they do it all correctly you can remote in -Training material was often incorrect or outdated, the trainer noted this during training and even told us to use completely inaccurate technical information because "that's what the test will have on it". -During training the trainer bragged about not paying for Windows and even showed us his downloads folder with pirated movies, this was just very unprofessional. -If you miss more than 15 mins of the almost useless 4 week training classes for any reason you will be fired immediately regardless of what happened, the trainer fired a few people on the spot for outages because of this strict policy. -Deceptive hiring, this is 100% a call center and NOT a technical support position. DO NOT let them fool you into thinking otherwise. I did not realize what this place was at first, they do not market the position as a call center spot but that it exactly what it is, you will have at least a partial script for all tenants, more for others. -Hired as a chat agent and then they put us on Dish Network taking phone calls for no extra pay -No raises, no differential, this is a 24 hours call center with late shifts and no extra pay for working late -Benefits will literally take your entire paycheck, they are not affordable in this position for more than 1 person -I hear almost once a day what we are doing wrong, I have never heard a personal compliment for my work in the last 3 months, just generic praises in the form of blanket emails sent to everyone -The scope is very limited, the job mainly consists of running a Malware scanner, uninstalling unwanted programs, and installing an antivirus. -Support on the floor can be lacking at times, you have to communicate via chat and sometimes you won't get any responses for 15-20 mins but you are expected to respond within 2 minutes or they boot your computer and will accuse you of not being at the computer working.

    Advice to Management

    Motivate your employees, you will never get the service from your employees that you want with the current structure even with the p4p program implemented. Motivation does not need to be in the form of compensation but should be more than the generic "we appreciate the work you guys do" that is so lazily sent to us on a weekly basis. Stop advertising this as a "tech support" position, it is NOT, it is a call center position. You are being deceptive in hiring and it will bring no good to the company.



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