There are newer employer reviews for Support.com

1 person found this helpful  

You have to be Very Flexible in Working Hours

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

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

Pros

Exposure to a lot of latest and best in Technology
Great Team , People are very knowledged.

Cons

Working Hours are Crazy!!!! Not Something Meant for me

Advice to ManagementAdvice

More heads to share the Load.

Recommends
Neutral Outlook

266 Other Employee Reviews for Support.com (View Most Recent)

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  1. 2 people found this helpful  

    Daily policy change

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

    I have been working at Support.com

    Pros

    Work from home
    Decent pay as far as work from home jobs are concerned
    Paid on time
    Paid time off
    Direct deposit
    Some equipment provided by the company
    No drive time

    Cons

    Policy changes daily and sometimes vary supervisor by supervisor. Lack of consistency in the company policy is frustrating and confusing. One day you're supposed to answer the phone one way and then next it's an immediate critical fail if you answer the phone that way.

    You will change supervisors frequently and the way one supervisor does things is NOT necessarily the way your next will do it. One supervisor will answer emails promptly and treats his/her team respectfully. The next supervisor only sends out communication in order to chastise his/her team and will not respond directly to personal emails. One supervisor will take a call from a customer who wants to speak to a supervisor. Another will absolutely reject the call and require the PTE to make excuses to why the supervisor refuses to speak with the customer (usually irate because of the service they've received). PTEs are not allowed to give any refunds nor do they have freedom to correct any mistakes. If the supervisor isn't in the mood to talk to someone, then it's the PTE's job to take the customer complaint calls-- though we can't actually do anything except make lame excuses or attempt to fix the original problem (good luck if that problem led to needing a reinstall of the OS).

    If you get a good supervisor-- communicates regularly about changes and recognition, who answers emails and respects his/her team-- don't get attached. In a few months you'll get a new supervisor who interacts as little as possible with his/her team.

    Less and less lee way to help the customer with basic issues. They pay for a subscription, but suddenly that subscription doesn't allow for certain types of troubleshooting, even if it means to upgrade to the higher subscription. Sales sells the lowest subscription but the customer needs a higher one because of our restrictions. PTEs have to tell the customer we can't help them and they need to pay more money. It looks like the typical bait and switch. Some PTEs will do the wrong work on the lower sub anyway, which makes the customer think they can call and get that same service next time. This creates a lot of stress on those who follow the rules.

    There are prizes for metrics and attendance-- gift cards or desktop monitors. But they don't offer raises to their best performers. They've eliminated their whole sales force because of money concerns, so we don't expect raises. We're pounded to get the customer off the phone as quickly as possible. Now they offer voluntary time off multiple times during a shift, which causes a backup in the queue. The backup adds more stress to the PTEs who remain, so it's in your best interest to get the time off if you can grab it. Back to back calls from angry internet customers who don't understand why they have to pay for basic support is very stressful.

    The sales force is now being outsourced and are creating more problems between PTEs and customers. It may save the bottom line, but it's doing nothing for the company's reputation.

    Advice to ManagementAdvice

    Create a better policy of communication between supervisors and their teams. Give PTEs more time to adjust to policy changes. Telling them "This thing you did yesterday is a critical fail today" creates tension in your employees.

  2. 3 people found this helpful  

    Good Starter Job/Gap job/Stepping stone. Factory Line style support all day. Hard to make a career from it.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Career Opportunities
    Current Employee - Personal Technology Expert  in  Miami, FL
    Current Employee - Personal Technology Expert in Miami, FL

    I have been working at Support.com

    Pros

    Work from home!
    Decent wages.
    No commute, no gas spendage.

    Cons

    Crappy scheduling. 24/7 company means people need to be working at all times. Client base is end user which means customers call from thier 'at home' hours. Expect to be working Saturday-Wednesday 3PM-1130PM or worse. Doubly so if you are east coast.

    Salary is decent, but since they employ across the nation salaries are uniform and don't adjust to region. Low cost of living areas will be happy, high cost of living areas the pay is not enough.

    Most clientele are completely computer illeterate. Need a lot of patience and be able to put every single aspect of technology into layman's terms. (I.E. Address Bar vs Search Bar, what a Start Menu is, Hibernate vs Shut Down). Half the customrs don't know what kind of internet they have is, what a router is, what a modem is, some dont even know what USB is and will force it into every port on the machine. Call to complain about slow computer when its really thier <1MB spotty DSL or 4G internet.

    Expect to be yelled at and talked down to. People calling in are generally upset or angry already.

     Job is more "Customer Relations" then "Tech Support". 1/2 of your calls will be explaining why something isn't covered under thier service agreements. Or trying to sell service to people that have no agreement at all. (no commision)

    Black Friday to Spring is insane, expect 1-2 hours of mandatory overtime for 2-3 months. I had to withdraw from a class to stay sane.

    There is almost no room to advance. You can become a supervisor and double your responsability for a minimal pay increase. Engineers can become Technical Leads, but there are few (1 Lead to 30+ engineers) Managers and above are all located at a corporate office and have little in common with engineers.

    Newish company means no raises. got a 2% raise that was uniform across all employees once and never again. Making the same money+benefits as I was 3 years ago.

    Advice to ManagementAdvice

    I like the job. The best improvement would be better filtering of customers. People that get through to techs should be ready to go with thier information. Not need to be sold to or need to buy something additional or alternate.

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