Support.com Home Networking Support Reviews | Glassdoor

Support.com Home Networking Support Reviews

Updated 9 Mar 2017

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Found 6 reviews

2.0
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7%
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Support.com CEO Richard Bloom
Richard Bloom
0 Ratings
  1. "Good Starter Job or for Moms at home"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Home Networking Support in Elmhurst, PA
    Recommends
    Positive Outlook
    Approves of CEO

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

    Pros

    Work from home, Save gas, Great benefits.

    Cons

    Limited room for movement. high stress environment. Many customer service people with little to no real technical backgrounds. On the Comcast side the service is horrible as expected and you will be screamed at daily by angry customers that are lied to or are con manned into bad deals.

    Advice to Management

    Provide a bit more pay and incentive and you will keep more employees.

    Support.com2015-08-07
  2. Helpful (5)

    "Easy job, bad corporate culture"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Home Networking Support in Redwood City, CA
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

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

    Pros

    Free Vision and Dental, Coverage is good for being free, job is easy and work from home.

    Cons

    Health Insurance is a very bad plan with very high premiums for the smallest plan (200+ a paycheck out of 700 dollar paychecks), schedule is decided for you, you have no say in it when initially hired, super high turnover to the point that they have 6 trainers teaching new employees every week. No raises given ever under any circumstances. Only opportunity to increase pay is being a top performer which nets you... a measly 150 extra a month or by moving up in the company to a different position. They don't care why you missed work, if you miss it without them being able to identify a technical problem on their end, you get fired quick. You are outsourced to Comcast as their tier 2 support. I've had a co-worker fired because of the death of a family member and not having the time off available. I've had a co-worker fired because his house burned down from a wildfire. I've had a co-worker fired because the hurricane in Florida last year flooded his house. I've had a co-worker fired because she had no internet for 6 days. SHE HAD COMCAST AS HER INTERNET PROVIDER.

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    Advice to Management

    Understand that life happens and maybe you won't have to spend so much time hiring and training people because you lose them so quickly.

    Support.com2017-03-09
  3. Helpful (1)

    "It's a job"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Home Networking Support in Jackson, MS
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I have been working at Support.com

    Pros

    Work from home some tech required

    Cons

    Crap schedule too many programs to manage

    Advice to Management

    combine programs please, it puts entirely too much stress on an employee to expect someone to juggle phones along with being responsive to text chat while managing other applications as well

    Support.com2015-10-12
  4. Helpful (4)

    "Sign up to be a Tech end up Customer Service"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Home Networking Support in Irving, TX
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at Support.com

    Pros

    Work From Home; Work From Home

    Cons

    Well the first con is that the main contract is with Comcast. You sign up for a technical role and it soon becomes clear that Comcast doesn't care about the tech problems. You are made to follow these scripted troubleshooting guides; 90% of the time don't fix the issue. If you happen to forget or not ask a single question on the guide; you fail the whole section. They expect you to do all of this on top of... keeping you call handle time under 15min. I ended up having to finish up my notes after my call because of this. When I was given and ultimatum to drop my after call time or else.....wasn't specified. The customers are flustered and upset; by the time they reach a tech they have already been through the ringer. They have spoke to 3-4 agents; who barely speak English; just to be told they can't be helped. Some get bounced around so much it takes multiple calls before they reach someone competent. This company has a shady history; was involved in some 'scareware' distribution; partnered with AOL. They ended up in a lawsuit and settled out of court for $8.5 million.

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    Advice to Management

    Don't let Comcast tell your employees how to do their job. You will have happier; longer lasting workforce. Give some slack to your employees that are having trouble with metrics. Pay your people more; they basically are Comcast Tech/Customer Support. We deserve at least $13.00

    Support.com2015-10-30
  5. Helpful (5)

    "HNS - Hell Never Sleeps"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Home Networking Support 
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Support.com

    Pros

    Its a work from home job. That was the only pro.

    Cons

    Major cons are the S4 in its entirety... Completely and utterly ludicrous. Asking for the problem instead of verifying first. No interdepartmental comminucation where verification is concerned. Didn't know I'd be working for ComCast until after I was hired and training got underway. The constant push to 'plant the seed' and upsell poor service was unnerving. The constant drive to focus on stats and scripted words... instead of actually helping the customer. Moronic other departments that just follow the Einstein ITG that dumps all sorts of irrelevant calls into the department I was in was intolerable. All in all, a very stress inducing year of my life employment wise. I quit of my own accord before the stupidity level rose any higher.

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    Advice to Management

    Get your heads out of the sand, let the agents do their job without over-complicated systems.

    Support.com2015-06-19
  6. Helpful (10)

    "Very Aggravating Position"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Home Networking Support in Erie, PA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    Work from home, great benefits package

    Cons

    No life, horrible schedules and working for the worst tenant possible, they are more concerned with metrics than helping the customer. Get calls, calls, calls, calls... Oh and letting a bunch of people cut out and leaving the rest with a never ending hell storm, that was always fun... That's all they care about, taking a call, spewing out their predetermined comment points every time no matter if its a transfer or... not, then closing with more predetermined scripting, and moving on to the next call in less than 10 minutes which is preferred when most calls would actually take more than an hour in reality which really hurts your metrics but properly takes care of the customer, now who would want that.... Oh and if your customer calls back to praise you?? Well, you get dinged on your metrics for that, that's right, they punish you for doing a good job and helping your customer. They don't want people calling back but they make you rush to take care of each one, most of the time not even coming close to resolving their issue then dinging you on metrics if you take too long to help... So stupid, and the most retarded way of doing business I have ever had to deal with....

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    Advice to Management

    Pull your heads out of your buts and realize your process does not work, you cannot assist customers in the way they need in the amount of time you get. Get rid of metrics and allow your people to do their job, you hired talented individuals but you hold them back based off of following the flow and metrics etc. Most of the technicians I trained with had years and years of technical expertise, yes calls would take... longer but I guarantee that the callbacks from angry and pissed off customers would become less common. Let your technicians do their job, stop holding them back, stop making them follow stupid flows etc. and let them do what they do best. Solve problems...

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    Support.com2015-03-12
Found 6 reviews