SupportSpace Reviews

Current Employee – been working at SupportSpace

Pros – you can work anytyme you want.

Cons – none at the moment.very satisfied

Advice to Senior Management – keepp on with the good work.

Current Employee – been working at SupportSpace as a contractor for less than a year

Pros – Can work when you have free time and remotely. I would not want to do it full time, but nice if you want to make some cash when you're bored.

Cons – Training is very lacking, you have to know stuff before hand or Google(I always Googled it on my own screen, so the customer wound't know that I really didn't know) stuff when helping a customer.

Advice to Senior Management – Better training, better more consistant pay.

Yes, I would recommend this company to a friend

Former Employee – worked at SupportSpace full-time for less than a year

Pros – The obvious; you can set your own hours working from home. Take as many or as few calls as you want. I worked as a contractor doing remote support for Geek Squad. You are paid (in theory, see below) per successful session.

Cons – I was paid once every seven weeks or so. It is outrageous to wait well into the next month to be paid for the previous one. When I continued to receive 5-star ratings for my services from customers, I was sent an email that accused me of manipulating, exploiting the rating system and to stop doing it. It was after this that my sessions began to be audited, and I was denied hundreds of dollars. Supportspace was convinced that I was not providing enough documentation of my work despite having written in great length what had transpired. It is maddening to think about how many painful hours I worked unpaid. Supportspace can pull the plug on your wages like it's nothing.

Advice to Senior Management – Stop making unfounded accusations towards your best agents. I was an incredible remote support agent and you forced me to find a better job. Pay your agents in a timely manner. Also, pay them. Pay your agents.

No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

Former Employee – worked at SupportSpace as a contractor for more than 3 years

Pros – To be fair, working from home and having your own schedule is a pro.

Cons – No legitimate training, no communication, terrible pay

Advice to Senior Management – SupportSpace management really needs to learn communication skills. Experts are generally treated like they are not valued. The opinion of experts is hardly ever taken into consideration. Nobody who is employed by SupportSpace has any sort of technical background, so they are unable to understand how their own system works, which affects the decisions they make about the company. I provided services at SupportSpace for well over 3 years, and saw the company evolve from basically nothing. The company could be leaps and bounds better than it is now if they were more communicative with experts, treated experts with more respect, and hired management that has more experience in the tech support industry.

No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

Former Employee – worked at SupportSpace as a contractor for more than a year

Pros – Big money making potential compared to other tech support postitions.

Cons – Favortiism of some techs by management. They can be very rude and disruptive to other techs and it is allowed.

Advice to Senior Management – None

Yes, I would recommend this company to a friend – I'm optimistic about the outlook for this company

Current Employee – been working at SupportSpace as a contractor for less than a year

Pros – Get to work the hours that I choose to work. IRC chat monitors were always very friendly and helpful.

Cons – When emailing them about software issues that occur in the process of providing support to clients, the response back about any possible fix takes much too long. Sometimes a week or longer. My contract was not extended, even though for the 10 months that I have been working for them I maintained a 5* CSAT.

Yes, I would recommend this company to a friend

Current Employee – been working at SupportSpace as a contractor for more than a year

Pros – Pros of working at SupportSpace? You get paid, sometimes. The customers are kind of easy to deal with. You always have the option to pawn your caller off onto someone else or tell them to take it elsewhere to get fixed, so that's a major plus. The only way to get fired is by a) being fraudulent or b)being rude to the customer. You have the freedom of the hours you want to put in, and when. That's what I liked about the company when I first started.

-They offer incentives like prizes for the cases that you do (Although, I feel this may be a setup because usually its the experts that fraudulently get as many cases as possible or favorites of management)
-The payout commission is decent.
-I work in my pajamas, at home, when I wanted until I got another job and now I am canning this contract work. Not worth it. Read more below.

Cons – Here is some constructive cons of the company. I had a caller approximately a month ago that did not have internet connection, so I could not communicate with her via chat. I configured her router, internet connection, and computer to all work together wirelessly. I was impressed with myself and so was the customer. At the end of the session, I had to fill out documentation. We connected via chat after the connection was established so that I could fill this documentation out (took about 20 mins.)

I wasn't paid. Their system said there was no work done, so they did not pay me for the hours of work I put into this customer's technical problem.

Turns out, they are doing a very good job of not paying their experts for very miniscule irrelevant things. You can not simply sit and fill out every piece of documentation with 300 word essays, be detailed but not the level they require. They make money on the session that is completed while you have to hook an alternator up to your bike wheel to generate some power since you can't afford to work...like come on. That's why I receive at least 30 e-mails per day now. No one wants to work for free, and I can't really afford to sit on the computer for 10 hours per day taking 200 dollars worth of cases to only see 30 dollars of it paid. I have better things to do and McDonalds seems more profitable. Just sayin. You'll know what I mean, just try it out.

Advice to Senior Management – Start paying your experts, and they will come back. Well, we would hope so anyway. Also, your artificial intelligence fraud bot is actually flagging fraudulent activity incorrectly. I think both are related in a way, but maybe this is how you want it. OH, and hire people with a degree, that will boost your ratings and maybe you could pay your experts more.

No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

Former Employee – worked at SupportSpace full-time

Pros – There are absolutely NO PROS to working here. None at all. It was a complete waste of time for me to work there and will be for others in the future.

Cons – I was not a so-called 'expert' or telephone support person when I was employed by this company. I worked at a different area and was there briefly before I was let go without any real explanation (all the contracts there are at will employment). The one thing everyone looking at this review must note is that they are not an American company - they are in fact, a foreign company that has headquarters overseas though they seem to be bringing in more Americans to work in mid- management to, I suppose, legitimize their business practice here. The work environment here is exploitative with management really doing what it can to wring as much productivity out of it's workers as possible whilst not being accountable to them in any way (at will employment). I have seen small rooms filled with people seated elbow to elbow and working support calls at nearly all hours. SupportSpace sells techsupport subscriptions and uses these people as a means to generate revenue. They are a real call-center, nothing more. There are managers who push workers to the point of frustration. Training sessions don't really exist -- support space really wants you to show up bona fide in the skill you say you possess and put you on the phones immediately to generate revenue for the company. The place is a start-up so everything is extremely spartan in terms of accommodations with people jammed into each other's spaces except for higher management which has better, less crowded rooms. It's just a nasty place to work. You can really do better working someplace else and for those who think this is a good place to start your career, think again. There are better places to work than here that will treat you with respect and pay you better.

Advice to Senior Management – Just go away. What you do to subvert American labor practices is disgraceful and those of you in management who perpetrate this (especially the Americans), should really be ashamed of yourselves.

No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

Current Employee – been working at SupportSpace full-time for more than a year

Pros – Start Up.....If that means much

Cons – Favoritism within the local employees that started with the Company

Advice to Senior Management – Allow all to use their ideas and concepts

No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

Current Employee – been working at SupportSpace part-time for less than a year

Pros – 1. Never a shortage of calls
- I have been an "expert" for 3 months. I have never had to wait for a call
- You can take more than one call at a time, if you only use the chat feature. (The chat can get disconnected if a reboot is done, so this can be risky)
2. Opportunities to learn what can go wrong and get better at troubleshooting

Cons – 1. Troubleshooing calls can take hours, and the pay is fixed.
2. Some customers are very computer illiterate and it can be difficult to get them to follow instructions until you get the remote desktop running.
3. The entitlement process can take 30 minutes - you don't get paid unless you complete this. This has gotten better.
4. IRC is buggy.

Advice to Senior Management – 1. Instead of webinars, have a newsletter of changes and training articles. My schedule doesn't always allow for webinar attendance.
2. I was told to learn the Mac so I could take Mac calls. ("Dont' decline Mac calls.") You could help by providing Mac training tools like "Macincloud.com". I am not about to spend $1000 on a Mac.

Yes, I would recommend this company to a friend