Support.com

www.support.com
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Support.com Reviews

Updated January 27, 2015
Updated January 27, 2015
111 Reviews
1.0
111 Reviews
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Elizabeth Cholawsky
111 Ratings

Review Highlights

Pros
  • Good to work for as an off-hours work from home gig to supplement other projects (in 200 reviews)

  • Work from home, good training, decent pay for the position (in 17 reviews)


Cons
  • com you're told you're lucky to have a job that allows you to work from home (in 20 reviews)

  • No raises unless you get a promotion, and even then the raise amount is not that great (in 39 reviews)

More Highlights

111 Employee Reviews Back to all Reviews

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  1. 2 people found this helpful  

    HNS

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

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

    Pros

    the check doesn't bounce, and its from home, sad that i am struggling for "pros"

    Cons

    Poorly designed, undependable software/tools, No chance for raise and very little advancement. Ivory tower mentality from management. Many promises from management to "make things better" never happens. Constantly changing policies and and "grading systems" that seem to change as quickly as you can become accustomed to them. I keep waiting for things to get better, yet every move they make towards this goal seems to make life "on the floor" worse and worse.

    Advice to ManagementAdvice

    Perhaps you should take a little input from your HNS grunts before coming up with "your next great idea" to make our lives easier and more efficient. There is no need to provide us with defective , dehumanizing software and scripts. WE ARE RESPONSIBLE FOR 60% of your REVENUE! Please think before you act !

    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO
  2.  

    Easy to get in, hard to get paid a fair wage

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Remote Service Technician in Philadelphia, PA
    Current Employee - Remote Service Technician in Philadelphia, PA

    I have been working at Support.com

    Pros

    They will hire almost anyone

    Cons

    They don't pay a fair wage at all

    Advice to ManagementAdvice

    Pay your employees a fair wage.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  3. 3 people found this helpful  

    Grinding Wheel

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

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

    Pros

    Work from home. That's the ONLY positive.

    Cons

    This is a numbers company. Amount of time on calls, amount of time between calls, time available, time unavailable, call quality on and on. EVERY minute of your work day is monitored (no joke) and everything is recorded as metrics and they are always pushing you to do better no matter how good you are already doing. I went on for months scoring in the top ten percent and I was still told I could do better. They push you and push you and praise you with words when you do good but there is little reward. The job is a grinding wheel, all your doing is grinding out calls and they want you to do that as quickly as possible. Your whole work experience is to do it faster. Faster-faster-faster. They don't care about their employees or the customer the employee is supporting. The only thing they care about is turning a call and making sure your metrics look good so that they look good to their tenant (comcast). Answer the phone and get off the call as quickly as possible. You go from one call to the next with no room to breath between calls. Just finish a call with an exceptionally angry customer? Doesn't matter because as soon as you hang up with that customer your phone is ringing for another call and probably another upset customer. You don't even get time between calls to do your paperwork. All paperwork must be done during the call. Don't get it all done during the call? That's okay; you'll be doing it while your trying to handle the next call. Your entire shift is push-push-push, go-go-go. If things slow down and you start getting time to breath between calls that's okay, they'll take care of that by having people clock out early until you are back to taking calls back to back with no room to breath again.

    They like to say calls aren't scripted because they don't actually issue a script but they are very specific about the things you have to say and the order you have to say them in. Even ridiculous promotional things that don't even fit your conversation. Sounds scripted to me. You can do an excellent job with a customer and handle the call in an efficient and timely manner but if you forget one of their talking points your score for that call will suffer. Doesn't matter that you did a great job with the customer and that the customer was happy. Oh yeah, and everything constantly changes. The talking points you had to cover and the things you had to be sure to say and do last week will be different this week. You better remember all the changes or your call quality (QA) score will suffer even if you fixed the customers problem in a timely manner and they are happy!

    For troubleshooting an issue you are required to follow a flow chart. This is because most of the people they hire have little to know technical experience (though the company will say differently). This makes it very difficult for someone who has experience and a very good understanding of their job to perform optimally. But then again they don't want you to perform optimally. They want you to put a patch on the problem and end the call as quickly as possible so you can take another call.

    This company only cares about one thing. Making their primary tenant (comcast) happy. They don't care about the little guy, the RST's (Remote Support Tech's) that are on the floor grinding out the calls and making them all their money.

    This company and it's senior employees are all about lip service. They use positive reinforcement not because they care about you but because they know that a positive employee generally performs better which means you will grind out more calls. They find the one thing in your job that you enjoy or what your ambition is in the company and they will puff you up about that. It takes a while for you to realize things aren't as they seem, that all the praise is empty and that they really don't care about you but only your metrics and how quickly you can grind out a call. Most people figure it out eventually but not until after they have worn you out and ground every last call they can out of you. This is why most RST's have been working there less than a year and over fifty percent of new hires quit before their first year.

    Advice to ManagementAdvice

    Open your eyes! Get a grip! Start respecting your employees again! Without RST's the company would not be able to perform. They are the one's in the trenches taking the calls and making the company money. The RST's are the little guys that have made SDC what it is today. Without them the company would literally be nothing. How about appreciating them and respecting them for the ridiculously stressful and hard work they do for you. It's interesting that the most necessary job in the company is least respected and paid so poorly. This company used to be good to work for. The RST's were respected and had a decent starting wage. Now your focus has changed from employees to dollar signs.

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
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  5. 5 people found this helpful  

    Frustratingly annoying

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

    I worked at Support.com

    Pros

    Easy.
    Can wear no pants while working.
    Doesn't take a lot of skill to perform job well.
    Great way to get an IT related job on your resume.

    The only reason I'd recommend this job is if you don't have another option.

    Cons

    Management doesn't pay attention to employee morale.
    Constantly on your butt to improve call time, no matter what the issue is.
    You are force to support equipment that breaks at the drop of a hat. You have to deal with the repercussions of absolutely incompetent installation techs as well as initial support.
    Lower management is full of incompetent supervisors who say what needs to be done and are not the ones taking calls... (oh wait, let's apply this to ALL management instead)
    Regularly make policy change to fit the numbers instead of listening to employees. (More often than not, the changes hurt metrics than help).

    Confirmed source: Attrition rate for SDC for the past 1 year is about 54%. That means more than half the people they've hired in a year, have quit.... There are few if none RSTs who have worked at the company more than 1 year.

    Advice to ManagementAdvice

    Your job description is completely wrong for the people you want to hire. Your job description asks for technically inclined people... Well the problem is that technically inclined people want to fix the problem completely, so they don't have to listen to a customer again, not necessarily solve the problem in 12 minutes or ship the customer. There's a reason why SDC's main tenant has such a terrible reputation of customer service. You may as well work at Comcast instead of through here, since SDC is basically taking up the behind from Comcast on many things.

    Management needs to listen to employees. Management needs to act if employees are unhappy. Management needs to act quicker than 6 months to fix a problem. A problem i noticed as soon as i hit the floor was still an issue 6 months later. Management needs to stop letting their tenant roll over them when it comes to tool issues. If our tools aren't working, i'm not taking a call whether you like it or not, and i know many current employees who abide by this rule.

    Recommends
    Neutral Outlook
    No opinion of CEO
  6. 2 people found this helpful  

    Support.com - RST

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

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

    Pros

    Work from home, great co-workers.

    Cons

    Poor management, communication and pay for ever increasing responsibility. Started off as wireless tech support for Comcast leased Wireless Gateway, changed to encompass customer owned equipment, scheduling technician home visits and billing with no increase in pay. Chance for advancement is low. Also the company made a drastic change to the benefits plan with very little warning which cause some people to be unable to get a medical provider in their home state.

    Advice to ManagementAdvice

    Better communication from management /supervisors on policy and procedures. When the position changes to include additional responsibility beyond what the employee was originally hired for, an increase in pay would be appropriate or some kind of incentive.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  7. 1 person found this helpful  

    Typical call center with alot of changes, poor communication between management and employees.

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

    I worked at Support.com

    Pros

    Work @ home , seriously this is the only thing good about this position.

    Cons

    Constantly changing policies with little to no notice
    Outdated training materials that are irrelevant to the current job duties
    Unable to fix certain issues due to the company wanting these to be up-sold for a fee
    Low pay started at 8.50 per hour+.50 reimbursement , left this company to do the EXACT same job for 16.00+ per hour. From the same tenant just not through SDC .
    Q and A that is outsourced , if you don't follow the script exactly you will get dinged and disciplined , the job is based on metrics , these metrics are based off your QnA

    Advice to ManagementAdvice

    Consider why you are hiring technically knowledgeable people, let them do what you hired them to . In stead of telling them to read a script and upsell anything not related to that script. higher pay would also lower your turn over rate. Update the training material , stay current on policy and tool upgrades , get your IT department on the ball to keep the required tools up to date and running so your employees can do their jobs without interruption. Listen to your employees they are the ones bring you the revenue that pays your ridiculously inflated salaries.
    Hr department buried so deep can take days/weeks to hear back if any response at all.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  8. 8 people found this helpful  

    Inadequate training, inadequate pay and high stress

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

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

    Pros

    The obvious pro is that it's work-from-home. Plenty of OT available for those who want to work it. The benefits are okay, though they are changing significantly next year for the worse.

    Cons

    I was in training for the RST position, which does wireless internet support for Comcast. The training was four weeks of incredibly inadequate (one extra week is used for 'nesting' - which focuses on the RSTs taking calls with someone listening in to give them pointers and help). It focused on learning programs that were to be used to take payments from customers, which is something they are planning to add to the RST position (which was not communicated at any time during the interview process). More than a day of training was used to train on sales, which is ANOTHER thing they are planning to add - again with no prior communication of such. The worst part of the position is probably the lame points that Comcast requires each representative to hit. The calls aren't necessarily scripted, but the rep must say certain things or their metrics suffer. You are measured against your peers based on those metrics, which include things like call time and transfer rate. If you are low on metrics, you can guarantee that you will be stuck with the worst schedules. On the subject of schedules, they just began a new "flex" schedule system. This means that you will be given a schedule, but from week to week, the start/end time of your schedule may vary up to 1.5 hours based on the projected call volume. You will also have one locked day off. The other will be between two other days.
    The company is also 24/7/365, so you will never get a holiday off unless you happen to be scheduled for that day.
    I could go on and on. If you can deal with angry customers all day (and keep in mind that you CANNOT hang up on them, no matter how nasty they get with you or you will get in trouble) and want to do that for incredibly low pay, it might be the place for you. Otherwise keep looking.

    Advice to ManagementAdvice

    Pay your employees more, give raises and train them adequately instead of giving them a glossed over version of training and then throwing them to the wolves. Communication is severely lacking in this company and would go a long way toward improving employee morale. Promote from within more often.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  9. 5 people found this helpful  

    Has advantages and disadvantages....

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

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

    Pros

    Well the obvious one is the work from home. Benefits are decent. Medical/Dental/life/ESPP/ and so forth. Up to 32 hours of overtime available per week if you really want the extra $$

    Cons

    Well it starts out with the Client... Comcast... America's FAVORITE ISP. Now when it comes to call centers there are always things you are required to say or mention on a call, but Comcast goes OVERBOARD and focuses on everything BUT fixing the customer's issue with their internet. I CSR should not have to ramble on for 5+ minutes each call about random non-sense the customer doesn't care about nor want to hear. For anyone that has contacted comcast tech support and been transferred to "Wireless Gateway Support" you have a good idea of what I'm talking about.That's where it all begins.

    Now for Support.com.... they love to change things non-stop with or without warning. Some stuff should require training which doesn't and instead at best is announced via a memo. The pay is either low or reasonable depending on your cost of living. For me it's about average for an entry level job in the door minus the commute. There not much opportunity for advancement nor pay increase. They keep on adding on more and more and more to the job responsibilities but the pay doesn't even go up a nickel. They can't seem to even keep enough staff to properly keep the place staffed during high volume times. They just changed from set schedules to flex schedules which is a pain and not even worth explaining it's such a joke.
    The moral of the RST's is so low right now everyone is turning to their don't give a damn attitude and the requirements set by the company both Support.com and the client (Comcast) are out of line and desperately need readjusted.

    Glad to say I ditched this junk hole and am working for Apple now where they know how to run a company and care about their employees.

    Advice to ManagementAdvice

    Listen to the employees and make adjustments to boost moral and stop your terrible turnover rate. MAKE UP YOUR MIND who does what job instead of cx's calling and talking to foreigners who hear the word "wireless" and a big buzzer goes off in their head to transfer without telling the customer who then of course arrives on my line angered to death, customers need to be directed STRAIGHT to whoever they need to talk to. Shouldn't need to be transferred 10 times because either A. a tier rep doesn't know or refuses to do their job and transferring to WGS can get them off the call or B. because there is no clear understanding of who does what between WGS and tier.

    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO
  10. 1 person found this helpful  

    At first glance appeared great but once I got a feel for the job, no wonder reviews are not so great for this company.

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

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

    Pros

    The only thing good about the remote service technician position is you save money on gas because you work from home. If you value time with family, I would not recommend this job. Overtime if you are willing to work awful shifts. Tuition reimbursement but i did not get to that point.

    Cons

    No raises unless you get a promotion, and even then the raise amount is not that great. They say they don't micro-manage but they do, a lot. The tools they use to provide service are always having an issue of some kind, which makes it extremely difficult to provide service to their customers who are highly upset they've been transferred multiple times and are ready to take it out on you. It is like their help-desk needs help-desk. Shifts are awful, don't be fooled by other reviews that mention great shifts. Unless you are a complete home body you will most likely not like working here (more can be said but I'll be here forever). First month there and their policies had changed two times and I was still getting messages about upcoming changes.

    Advice to ManagementAdvice

    Improve tools. Offer raises. Apply more consistent shifts. More clarity on policies.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  11. 4 people found this helpful  

    Terminal Job Disgust

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Solutions Engineer in Tucson, AZ
    Former Employee - Solutions Engineer in Tucson, AZ

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

    Pros

    Support.com used to have a lot going for it in that it was a perfect job for any IT nerd who loves troubleshooting and not going into an office everyday. The job is 100% telecommute and that's the only positive attribute to this job, but this soon turns into a negative.

    Cons

    The negative aspect of a 100% telecommute position is that Support.com uses this as justification for paying you in chump change. The politics are thicker than the stink on a skunk, and 95% of those in positions above you (regardless of their experience or educational background) treat their subordinates with a near palpable contempt if not downright disrespect.

    Support.com uses metrics for everything, which is completely understandable since there are goals to meet for AHT, and other quality measurements . The problem with their metrics is that they're heavily biased in favor of several insignificant metrics which can skew the entire process of measuring a person's effectiveness in doing their jobs. It's a very top-heavy organization in terms of management. There's a huge disconnect between the "low-level" employees and management. Those who complain are not long for the company's payroll, and they certainly let you know when you've made an error. I was one of the fortunate ones, I got out before the company turned into an utter mess in the business community, and honestly there's so much more that I could throw out there about this company, but the best thing you can take away from this review is that this is a company you want to stay away from. The friends I have who still work for Support.com in a management capacity are miserable and they're just going through the motions to collect that paycheck, they're not happy and it's not healthy. Work/life balance... what's that? At Support.com you're told you're lucky to have a job that allows you to work from home...on a potentially rotating schedule covering all 24 hours of the day. RUN AWAY!

    Advice to ManagementAdvice

    The lack of leadership is a clear indicator of their lack of compassion for anyone who doesn't share the same pay grade as the "leaders". I'd recommend taking ownership of the problems plaguing the company, but the leadership is what ails the company. Leave, go find another company to drive into the ground, you've done enough at Support.com.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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