Support.com Reviews

Updated April 7, 2015
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2.2
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Elizabeth Cholawsky
20 Ratings

90 Employee Reviews

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  1. Helpful (1)

    Constantly changing environment, varying culture by tenant.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - PTE, BTE, Human Resources Representative in Redwood City, CA
    Current Employee - PTE, BTE, Human Resources Representative in Redwood City, CA

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

    Recommends
    Positive Outlook
    Approves of CEO
    Recommends
    Positive Outlook
    Approves of CEO

    Pros

    Work from Home
    You're on the cutting edge of remote computing, customer service, and software development...but really just work from home.

    Cons

    Work from home (100% of the time, you do go a bit crazy, I literally got a part time job just to see more people).

    Advice to Management

    Regular reviews and raises for all staff, treat techs as people, not as an endless resource (we're talking December 2013 and January 2014).

  2. Helpful (3)

    Not satisfied

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

    I worked at Support.com

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

    Pros

    Work from home. Manageable schedule. okay hourly rate.

    Cons

    No chance for advancement. Support.com is a strong proponent of "Progress for the sake of progressing", that is to say, they will fix things that aren't broken. They will update their day to day practices and sometimes not even send out an email detailing what has changed and why. This causes employees to struggle and supervisor reviews to be unfair. Working for the Xfinity Home tenant, the call volume was often unbearable and led to hours of back to back troubleshooting calls. The work force for that particular part of support.com's contract was very understaffed. Supervisor input was minimal except when dealing out discipline, many times without warning or counsel. Decent job for a short stint. Would not recommend to someone for a career.

    Advice to Management

    Stop changing policies without informing employees. More one on one supervisor/mentor contact. It's not fair to allow someone to think they are operating within parameters and then punish them for something they did not understand.

  3. Helpful (7)

    No Wonder Comcast Subscribers HATE THEIR SERVICE

    • 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

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

    Pros

    Work From Home, you accrue not only paid time off but floating holiday pay as well, discounted stock, and that is about it.

    Cons

    Working for Comcast, the most hated company in the entire Nation and understandably so. Because Comcast Cares, they will reroute the customer to a level one tier employee halfway across the World that just recently learned English. After the tier one agent completely messes up the situation even worse and kept the customer on the phone for 2 or 3 hours, the foreign agent will then cold transfer that angry and usually BELLIGERENT customer into your call que and you get to listen to them go off about how they already provided all their account information to the last agent that the last agent should have told you all this and they already did this and that, yaddy yaddy, and even though you know they are telling the truth and you were able to pull up their account with the caller id from the phone number they called from, you have to ask for all their information AGAIN like PHONE NUMBER, NAME, ADDRESS, AND LAST FOUR OF SOCIAL. All that money Comcast is charging for their services and they have an IVR system that apparently was integrated into a potato. Most other companies have an AUTOMATED SYSTEM that will gather the account info that will TRANSFER THE CALLER INFO to every agent through out the call... THIS NEEDS TO BE CORRECTED.

    The Absolute worst part of working for Comcast though is the fact that they COULD NOT CARE LESS about their TOOLS or PHONE SYSTEM. EVERY SINGLE DAY EVERY SINGLE TOOL BREAKS FOR AN EXTENDED AMOUNT OF TIME. EVERY SINGLE DAY. For instance the tools that allow us to pull up the account break often and when that happens we get the short end of the stick, we are told to still troubleshoot problems but to fake verify the accounts which is absurd since we have to turn away customers when tools are working that were able to verify their phone number address and name but may have forgotten social or account number. According to Comcast we should not provide service to them until they can give us that info. Now does that seem fair or right? We also have a remote tool that only recently got introduced that would allow us to at least assist with password recovery and frequency management but of course that goes down every day every hour even for no apparent reason leaving us literally blind. Often we can't even see what equipment the customer has which isn't helpful since half of them are completely tech illiterate and have no idea what a modem is, if it is a gateway or has a sidecar router, etc. The basics of the basics tools and information NEEDED TO EFFICIENTLY HANDLE THE JOB ARE NOT AVAILABLE TO US WHEN WE NEED THEM. This job used to be fantastic but the STUPID SCRIPTS, LOUSY TOOLS, AND CONSTANT POLICY SHIFTS are making it unbearable. Not to mention the new phone system. It intermittently hangs up on customers, it repeats what they are saying to a degree you cannot understand them, it turns your volume up and down for no reason so customers cannot understand you and there is no fix for it.

    In conclusion, I imagine SDC may be better in another tenant or whatever but that will never be a possibility to switch, it is exceptionally rare and only favorites get chosen first. My advice is to look for a company that it itself or aligns itself with tenants who gives a darn about the employees and their workload. To not have an adequate phone system, a means to pull up customer account information and verify equipment, and INSTANT management of said device EVERY SECOND OF YOUR WORK SHIFT, it is a problem for the customer and the technician. We need our tools fixed so each call does not take half an hour, so that we can log right into the modem and see what the heck the problem is. Stop trolling us SDC and CC and fix this stuff. Otherwise to all you out there getting fed up with this place, most local ISPs WILL PAY $15+ AN HOUR TO DO THE SAME JOB, AND WORK FROM HOME TOO!!! SDC YOU BETTER WAKE UP

    Advice to Management

    FIX THE TOOLS NOW. THIS IS UNACCEPTABLE. THIS JOB IS TOO EASY TO BE COMPLICATED BY ALL THIS INCOMPETENCY. GET IN TOUCH WITH COMCAST, CORRECT THE DARN PHONES FIRST SO WE CAN WORK AND HELP OUR FRUSTRATED CUSTOMERS ACROSS THE STATES. THIS IS NOT FAIR TO ANY OF US.

    HIGHER MANAGEMENT: WTH DO YOU ALL EVEN DO? BESIDES TURN OUR REAL MANAGEMENT AND SUPERVISORS BACK INTO RSTS AND MAKING THEM TAKE CALLS SO WE THE REAL RSTS ARE UNABLE TO SPEAK TO OUR DIRECT SUPERVISORS WHEN WE NEED OR WANT TO. SHAME ON YOU FOR ALL YOUR GAMES, THE SILLY TRICKS TO KEEP LINE ADHERENCE UP. OR HOW ABOUT HOW YOU ALLOW COMMAND TO VTO US INTO A QUE MAKING THIS JOB EVEN MORE MISERABLE. PLEASE GO AWAY AND WILL THE REAL SUPERVISORS PLEASE STAND UP? PLEASE STAND UP?

    Signed,

    YOUR EXTREMELY FRUSTRATED RST

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  5. Helpful (1)

    Good company if you arnt working for Comcast

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

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

    Doesn't Recommend
    Neutral Outlook
    Doesn't Recommend
    Neutral Outlook

    Pros

    Good company itself and the people were fun to work with. Working from home is nice.

    Cons

    There are two sides to this company you can work for support.com itself or you can pretend to be Comcast. The Comcast side was terrible and no one could be paid enough to deal with them. HR takes a very long time to get back with you if you need them as well.

    Advice to Management

    distribute the Comcast work between everyone so that the job doesn't get so boring

  6. Helpful (2)

    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)

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

    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 Management

    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.

  7. Helpful (2)

    Decent work from home position

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

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

    Recommends
    Neutral Outlook
    Approves of CEO
    Recommends
    Neutral Outlook
    Approves of CEO

    Pros

    Work from home, decent start pay, great training (my trainer at least), and generally overall a "ok" company to work for.

    Basically just a good temporary job for less than 5 years to gain customer service, tech support, and call center experience...I will be looking to use my experience here to move on to another company soon.

    Cons

    No raises...Ever! Poor communication at times. Not good benefits at all...They do not even match a 401k plan.

    Advice to Management

    Give raises!

  8. Helpful (2)

    great company

    • 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 (less than a year)

    Recommends
    Positive Outlook
    Approves of CEO
    Recommends
    Positive Outlook
    Approves of CEO

    Pros

    great team and sups to work with and great trainers. :) It is a really great company to work for.

    Cons

    don't take the the higher insurance plan as that will cut your pay in half :( Pay is great without the insurance cutting in

    Advice to Management

    get a better insurance provider with less rates

  9. Helpful (5)

    Low Pay

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

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

    Recommends
    Negative Outlook
    No opinion of CEO
    Recommends
    Negative Outlook
    No opinion of CEO

    Pros

    Work @ Home, You get to Work with excellent techs.

    Cons

    Pay is extremely low, Executive team is far removed from "on the floor" techs, information changes constantly and very little information is conveyed to entry level techs or even supervisors.

    Advice to Management

    Consider pay raises before all talent leaves the company for better paying jobs. The saying is true that you get what you pay for. If you continue to pay your workers next to nothing, the talent in your company will be next to nothing.

  10. Helpful (5)

    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)

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

    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 Management

    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.

  11. Helpful (3)

    Good work from home tech call-center gig, some room to move up, bright future & good positioning in a growing tech world

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - PTE (Work From Home Tech) in Redwood City, CA
    Current Employee - PTE (Work From Home Tech) in Redwood City, CA

    I have been working at Support.com full-time (more than 5 years)

    Recommends
    Positive Outlook
    Approves of CEO
    Recommends
    Positive Outlook
    Approves of CEO

    Pros

    Working from home is extremely convenient, and most jobs here except the upper echelon of corporate management are work from home. If you work hard, care, and are positive, like any position, you can make your way up. If you come to just collect a pay check and leave, you will likely become frustrated working with computer illiterate customers. If you like customer service, that's really what this job is at its core. It's a customer service-oriented technology-based call center, it's not a work on hardware from your garage type job. They're flexible with school schedules, but don't expect that with second jobs. Schedules are based on performance-metrics, not seniority, and most schedules are NOT 9-5 M-F, so it takes some adjustment. Not having a commute and potentially being able to work shifts that are setup for other time zones however makes working a fairly normal shift possible. Health benefits are very good, there is holiday pay, but this is 24/7 call center so you work the days you are scheduled, regardless if it's a holiday or not.

    Cons

    The kitchen-view sometimes is a little disorganized with different levels of the company not always in sync. It's a fairly large company with lots of moving parts though and is and has to be very fluid with its business directions to keep afloat in complex industry, so its understandable. Moving up at this point in the company may be more difficult, but most people don't stick around 5+ years, so if you do, you'll probably find those opportunities eventually open, just not overnight. Pay could be better, particularly at the first management level. Basic tech pay is $10-14/hr, so it is entry level no doubt. Lots of different jobs open in the company, however, and those may offer some better pay. Like any industry, you need length of employment and experience to move up in salary. A lot of work is getting outsourced constantly and it puts pressure elsewhere on the company. There have been a few rounds of layoffs over the years, and one recent cut in pay for some, particularly when large contracts are not renewed, but I think the company is trying their best to avoid that in the future by diversifying more. It looks like it has a bright future, but, again like any other company, there is no 100% job security. Some small particular jobs have been cut too over the years and has always made me think twice about moving around, even moving into new and better positions. It's very easy to get (too) comfortable where you are, and that holds people back. You will get cabin fever, your vision will probably get worse staring at monitors all day, and you'll probably put on some weight. Be conscious of what you eat and how little exercise you might be getting. It might make you anti-social, so get out and off the computer when you're not at work. And don't treat chat rooms like teenage text conversations where you say whatever comes to your mind, otherwise you'll poison the work environment for you and others, and you'll quickly become highly cynical with distaste for what is otherwise a pretty likable job.

    Advice to Management

    Bump lower management salaries! Keep moving forward with on-going tech and leadership training. Your effort in the face of outsourcing opportunities to keep current employees on board is appreciated. If more focus is put on training techs on the customer-service side of things, they will far out-perform overseas techs based on customer satisfaction over the phone alone. This company and its subscriptions truly strive on that, so don't lose it!

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