Support.com Reviews

Updated September 17, 2014
Updated September 17, 2014
263 Reviews
2.3
263 Reviews
Rating Trends

Recommend to a friend
Approve of CEO
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Elizabeth Cholawsky
37 Ratings

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)

More Highlights

98 Employee Reviews Back to all reviews

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  1. 1 person found this helpful  

    The Worst Job I've Ever Had

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Personal Technology Expert  in  New York, NY
    Current Employee - Personal Technology Expert in New York, NY

    I have been working at Support.com full-time for more than 3 years

    Pros

    Was able to work from home. The starting salary in 2009 was $14.75 an hour with benefits and a promise of raises in the future... The work in virus removals was interesting though they no longer do that type of work.

    Cons

    This turned out to be the worst company I have ever worked for... The management was the most dishonest and greed driven group of people I have ever had the displeasure of being associated with. Do not even think of working for these people unless you like working a forty hour week just to live in poverty... Management doesn't care about the people working the job. They are too busy stumbling from one give away contract to the next.

    The contracts they sign with large business entities seem to only pay at the top... The last two clowns who ran this company made millions while the rest of the work force starved then they resigned... After they lied and lied and lied about more money to come for us... Over the span of four years I watched as more and more business was routed to India and listened while Management lied and lied while telling us that they would never take our jobs... Then eventually they did.... Because management agreed to a number for support at the three major repair chains in the US that could only sustain the low wages of the India techs... The management style of this company seems to be "find the biggest lying rats in the company who will spread your lies down through the ranks without a smidgin of guilt and make them supervisors"... Know this... You will never see a raise... You will never be respected... You will never be appreciated.... Your shift will change every sixty days and you will get a new supervisor who has rules completely different from the last...

    Advice to ManagementAdvice

    In 2009 I recommended in a town hall chat with CEO that the company seek large corporate accounts for remote services and software repairs as we were already a remote repair entity... Other companies have made billions of dollars with a similar business model... Basically, competing for PROFITABLE desktop support contracts at Large Corporate entities like Bank Of America. BOA uses IBM.. I would know that because I worked at IBM and supported Merrill Lynch and BAC... I know the rate at which IBM was paid for those contracts and the number was considerably more that the three main "Partners" were paying SDC. Which by the way only served to make mister CEO millions and the "Partners" subsequently Bailed out on the deal.. They prefer Mambai India Techs for eight dollars a day. I once read an article in regard to the former CEO of SDC getting an award at an event for his business model. That could only have happened in a room full of Lawyers....

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  2.  

    RST

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

    I have been working at Support.com full-time for more than 3 years

    Pros

    You get to work at home, and the hours are flexible. You don't need any technical skills because they are turning the job into a script monkey position. If you can read a script and follow a moronic interactive flow chart, you can do this job. Perfect for the 16 year old techie looking to make some extra cash after school.

    Cons

    Upper management does not respect the employees. Management cuts the pay of techs by 33% and then forces you to work overtime to make up the difference, No raises, You have to provide your own computer equipment, you can make about the same pay at some fast food restaurants. RST Employee turnover is very high. The people that you have to help are angry Comcast customers, so if you hate Comcast, then this job is not for you.

    Advice to ManagementAdvice

    The need for the pay cut was necessary. I understand that. However, you only took it from the front line employees. I didn't see any upper management people giving up some of their pay to help offset the deficit. It's the front line people who make your financials look good, and you should remember that it's better to have the trust of the employees when your trying to stand on their backs.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  3. 3 people found this helpful  

    Herding GREAT workers OFF a CLIFF AGAIN!!! SHAME...SHAME...SHAME Support.com hasn't learned!!!

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

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

    Pros

    Work from home...GREAT coworkers and supervisors

    Cons

    Ever changing duties from Tech Support to NOW making us do billing, sales, scheduling repair techs , and more with NO advance notices or training in these expertise areas. Certainly no extra compensation or incentives is given. The company takes a computer tech and expects them to become a skilled billing agent or sales person with no guidance or training! The client base and customer is going to suffer immensely from this HUGE administrative PLUNDER!! A GREAT company respects all their employees big or small as well as a GREAT customer care base. They do not treat employees with any regard. The new CEO WAS hope BUT, things are continuing to spiral downward.

    Advice to ManagementAdvice

    Respect ALL levels of your employees AS you would your customer base. You reap what you sew!! If employees are regarded as worthwhile that motivation and enthusiasm will spill over to your clients and/or customer base. You cannot expect the employee to be caring to the client when you (company) has no regard for the employee. The employee is treated as ROAD KILL! Sweep them out of the way and move on. Talk to your employees start at the bottom and talk your way up through the employees. You will find what works well and keeps the ship tightly and smoothly running.

    The New CEO Elizabeth Cholawsky being a strong woman held some hope. It WAS felt the she would look at all aspects of the company from lower level employees to the customers and client base. That she may be able to evaluate, investigate, and appreciate her workers and clients. But, that most of all she would LISTEN, create, cultivate, and nurture this company to grow into something great.

    I see a company getting ready to give their employees the same great Holiday bonus of 2013...NO JOB AND NO NOTICE DURING THE PEAK HOLIDAY TIME Support.com is getting ready to stick the employees where the sun doesn't shine!. FEAR and STRESS makes for a HORRIBLE workforce! Your employees feel like worthless stinking ROAD KILL! They have stared into the high beams.

     LISTEN, cultivate, create, and nurture the employees you have! It will bring many good things to your corporate table. They will sing the praises of your company. It will extend to the client/customer base. It will bring new accounts and new eager and dedicated workers, as well as, strengthen the current workforce and their loyalty. Currently Support.com has NO loyalty. Get more projects CC is fine but...when they sink or pull out so does Support.com. You have a GREAT concept in remote tech support. Strengthen it! WELCOME employee input.Make a suggestion forum! Give recognition and incentive for good suggestions. The workers having done the jobs knows what works, what doesn't, and what is needed! Look at strong corporations in today's tech savvy world they VALUE the employee. Facebook, Google, Apple etc! Target more clients!!.Expand the ability to do more intricate computer and network services like malware, virus removal and there is so much more. Homes are tech superior today!!

    MOST OF ALL, LISTEN, RESPECT, RECOGNIZE your Employees PAST AND PRESENT! They represent SUPPORT.COM and it looks and feels TERRIBLE!

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
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  5. 1 person found this helpful  

    the more things change, the more they stay the same - this place is a sweatshop mentality !

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

    I worked at Support.com

    Pros

    Insurance and work from home - that's IT.....

    Cons

    Company culture is title centric and "churn" . SDC mgt is a joke - right hand has no clue what left is doing - policy and work environment/duties change almost by the hour. Micro mgt by inexperienced mgt types who savor titles above ethic. Pay is "monkeyed" with by direct supvs who will use PTO time to reduce ant OT accumalted during a pay period, then not do it - depending on supv . Serious stuff messing with peoples pay. Employees are assumed to be children, and instead of pay increases selected employees are given Gold Stars and 25.00 Amazon gift cards - what a JOKE ! This company will never change, and employees will be :churned" and burned while upper mgt takes the $$ and runs. Soon folks who think they are " IT Technicians " will be making minimum wage and better off at Walmart. A dismal rotted ship here....

    Advice to ManagementAdvice

    No point - deaf ears....

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  6.  

    Unfortunate

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

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

    Pros

    Work from home, don't have to use gas to get to work, at least you have a job.

    Cons

    atmosphere of dIstrust, bad moral, no morals, and scripts make the job not worth it, then they will lay you off with only hours notice if any and outsource your work overseas, and few months later try to rehire you for half your original pay.

    Advice to ManagementAdvice

    Stop giving all the money to the higher ups focus on your product value, and moral, Stop lying to your employees.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  7.  

    Horrible.

    • 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 for less than a year

    Pros

    Great, if you like being treated like a disposable robot.

    Cons

    Being treated like a disposable robot.

    Advice to ManagementAdvice

    Learn some people skills.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  8. 3 people found this helpful  

    Stay Away, nothing but lies and broken promises

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Personal Technology Expert  in  Redwood City, CA
    Former Employee - Personal Technology Expert in Redwood City, CA

    I worked at Support.com full-time for more than 5 years

    Pros

    Take 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.

    Cons

    Bad 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 ManagementAdvice

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

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  9. 2 people found this helpful  

    Great for 5 years, then....

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

    I worked at Support.com full-time for more than 5 years

    Pros

    Work at home
    Friendly Supervisors
    Did I mention work at home

    Cons

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

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  10.  

    Sinking Ship Jump Off

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

    I worked at Support.com full-time for more than 3 years

    Pros

    In the beginning it was the people, now not sue

    Cons

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

    Advice to ManagementAdvice

    Get it together!

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  11.  

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

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - RST/PTE  in  Los Angeles, CA
    Current Employee - RST/PTE in Los Angeles, CA

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

    Pros

    You are at home, beyond that nothing really.

    Cons

    Supervisors 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 ManagementAdvice

    Drop 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.

    Doesn't Recommend
    Negative Outlook
    Approves of CEO

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