Support.com Personal Technology Expert Reviews | Glassdoor

Support.com Personal Technology Expert Reviews

Updated Jul 31, 2019

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Found 74 reviews

2.8
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20%
Recommend to a Friend
74%
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Support.com CEO Richard Bloom
Richard Bloom
5 Ratings
  1. Helpful (1)

    "Great to work for!"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Personal Technology Expert 
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Support.com full-time for more than 8 years

    Pros

    Medical-Dental Vision Benefits 401k Working from your own home or home/office Control of your own work environment Promotes from within Bonus opportunities Floating Holiday Time Off and Paid Time off. Great co-workers

    Cons

    You can have angry customers to deal with and have to diffuse. Job can be a real challenge for someone who lacks real customer service skills.

    Advice to Management

    remain as transparent as possible with your employees.

    Support.com2018-11-21

    Support.com Response

    November 28, 2018Support.com Leadership Team

    Thank you for your support! We agree that not everyone has the customer service skills necessary for this role, and we, like our customers, demand excellent customer service skills.

  2. Helpful (7)

    "You've been warned but you will probably not listen. Only take this job if you're desperate."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Personal Technology Expert 
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

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

    Pros

    No commute. All you have to do is show up for work on time. Some people get away with almost anything at this job and don't get fired. They offer extra hours if you can endure it. Makes for a good "in between real jobs" job.

    Cons

    If you are a serious about your IT career this isn't the job for you. I hope you're good at apologizing for things that aren't your fault. Your technical knowledge is useless here. You will for a majority of the time be hand holding people through either self explanatory items or teaching the elderly how to use a computer. Scope has grown but your pay doesn't. You will often be asking yourself "Why am I... working on this?" You'll find yourself basically wasting time on items you can't fix which is a poor use of resources. If there are wide spread issues with the company tools that creates down time, you are punished for it. Often asked to clock out, report your self to attendance and are expected to sit and twiddle your thumbs as it gets fixed. Company has internal issues and it's your problem. Fantastic right? You are basically a replacement for outsourced workers because customers don't want to speak to anyone "foreign" and you are treated as so. Maybe slightly better. If you're sick, have medical emergencies, or emergencies in general you'll be dinged for it in your metrics. No help or anything will be offered unless someone dies in the family. Don't expect a raise or even to move up. You can have the credentials to do supervisor/manager work but that will be ignored. There are ethical issues that management will turn a blind eye to. You can report all you want. Employees play the system and you'll find your self taking calls almost back to back as other will be sitting there for 15min to an hour not taking calls. Sometimes you'll be stuck cleaning up other techs messes or even troubleshooting out of scope items that someone started so the customer expects help with it. This can come from the same department or other departments as well. Customers can be abusive in terms of over using the service and verbally. They will never lose their access to you though. Some really need in home service but will use you instead so be prepared to sit for extended periods of time on problems that should take 5-10mins to fix. Mandatory over time is a possibility. Did you need to pick up your kids after work? Maybe already had an appointment or just want a life out of work. Too bad. If you aren't able to schedule a time convenient for you then you'll find your self back at your computer at odd hours to do maybe an hour or two of work. Good luck trading times with other techs, no one will trade with you a majority of the time. Same goes for scheduling. You can possibly get stuck with a schedule that doesn't work for you. Good luck getting what you want. There seems to be an expectation that you're at your computer and available 24/7. No one really knows what supervisors do besides audits that don't count against you. If they are not your direct supervisor and you try to report something or talk to them you'll be ignored from time to time. A majority of them only care about their teams. Managers are almost never around so don't expect anything from them either besides a "Good Morning". They'll ask some questions from time to time but that will usually fall on deaf ears. Over all this company doesn't care about the employees and it shows. The trade off for working at home and being treated that way isn't right. You can get rewarded for a good customer service review and what do you get? Company branded items that probably cost less than the postage they would send to you. It's almost as if they searched for trash at their desk to send to you. They like to preach hard work and positivity but its all a facade. As mentioned before this is just a "job". Keep your expectations low and don't wait for change. If you can try to find something better for yourself.

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    Advice to Management

    If you don't know or understand the issues this company has then you are part of the problem. Leadership is weak and it shows.

    Support.com2019-07-31

    Support.com Response

    August 7, 2019Support.com Leadership Team

    Our roles, while still technical and more customer-centric focused, have the goal to provide our customers with the best experience. While all companies have technical issues, ours are very limited as a whole. Individuals do experience issues with their own personal ISP providers, ...

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  3. "Personal Technology Expert"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Personal Technology Expert in San Francisco, CA
    Doesn't Recommend
    Neutral Outlook
    Approves of CEO

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

    Pros

    Lots of work, not much time off, use VTO if it's available.

    Cons

    Like I said in the pro's, pay is better than when you start at least.

    Support.com2019-04-28

    Support.com Response

    May 3, 2019Support.com Leadership Team

    Thank you for your feedback.

  4. Helpful (3)

    "Review - PTE"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Personal Technology Expert in Sunnyvale, CA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    It's a decent company, friendly staff.

    Cons

    Super strict with time, and no days off within your first 90 days, no holidays. Don't plan on working here if you travel a lot, even though it's a remote job, they expect you to work from home all the time. You are only allowed to travel when you have accumulated enough PTO, otherwise you are stuck at your hiring location and they review I.P.s to enforce this.

    Advice to Management

    Relax on the strict rules, pay your front line people more.

    Support.com2018-02-13
  5. Helpful (3)

    "I would say this job is OK"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Sales Personal Technology Expert in Topeka, KS
    Neutral Outlook
    No opinion of CEO

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

    Pros

    I love the work I do, even if you do have to deal with inept customers from time to time. You get decent benefits (granted they went up 39% this year), Paid Time Off which at 4 years I only get 5 days off. Floating Holiday you get as you would vacation time but you have to work your scheduled time in regards to holidays. Since this is a work from home job for most of the company, you have the perk of saving gas,... time trying to commute. Friendly coworkers.

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    Cons

    NO RAISES!!! The only way to get extra money is from Extra Hours (overtime) @ 1.5, P4P (which works on a crummy system that includes customer surveys), or position changes (promotions). If you miss time for any reason, your floating holiday/pto is deducted to cover for the missed time. Scheduling is also based off of P4P so if you get shafted on P4P because of bad survey's then you (which may or may not have... anything to do with your performance as an agent), then you get shafted on a shift and don't get what you're looking for. Getting vacation is a little rough to get depending on when you try to get vacation. I usually have gotten what I'm looking for but I missed Thanksgiving this year (and may have missed the last chance for me to see my 90 year old grandmother). If you're a person that likes to have federal holidays off this spot is NOT for you.

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    Advice to Management

    Raises should be a thing. An agent that works for your company for 1 year makes the same an employee that has just started in the same position. (sometimes they can make more or less depending on what they are hired at). There is not much more demoralizing than knowing your only chance to get a pay increase includes a job promotion. Fix VOC. P4P is a big pet peeve as well. They use CSAT (or what is called... VOC) as a guideline for payout bonuses. I have been screwed (and I'm sure other have) time and time again because either you don't get any at all (which hurts you) or you only get 1 survey and it's not even about you and they gave a crappy score. Usually VOC is what makes or breaks P4P cause it only takes 1 bad score to knock you out of the rankings.

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    Support.com2017-12-04
  6. Helpful (13)

    "Harsh but honest review"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Personal Technology Expert 
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    - Full-time employment with benefits. Many call centers only offer part time, offer no benefits, and use a contractor model instead of making you an employee. - Work from home is usually worth somewhere between $1/hour and $3/hour in depending on your situation. Crunch the numbers and see what it's worth to you. - Benefits are still pretty solid (better than most call centers). I am very skeptical of it... remaining this way much longer, however, as the new management continues to cut costs. - Despite the significant downsides, SDC can potentially be VERY good for a couple of specific situations; 1. If you're young or still in school and need some basic IT experience. 2. If you're switching careers and need basic IT experience. 3. It can also be a good in-between stop for more experienced IT people in need of solid full-time work. - Some supervisors are pretty great and do care about their agents. - Sometimes overtime is available for those who would like to earn a little extra money. - Working for different departments/clients can sometimes make the job more interesting - Schedules are based on performance.

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    Cons

    - In the summer of 2016 there was a hostile takeover of the company by a group of hedge funders. This was, to put it very mildly, not a good thing for employees. The group's usual agenda is 1. Hostile takeover 2. Aggressive cost cutting. 3. Sell the company. - For 3+ years now the company has been trying to transition away from its core Call Center business and become primarily a SaaS company that sells their... Support.com Cloud software. This transition has basically failed, causing the stock value to plummet from around $7-$8 down to less than a dollar. The company even had to do a 3:1 stock split just to avoid being de-listed by NASDAQ. - Despite the above failure and the fact that the Call Center makes up the vast majority of employees and continues to bring home the vast majority of the company's bacon, upper management continues to treat the Call Center like an unloved stepchild. Work for a very successful department that brings in a nice new profit for SDC? They'll "reward" you by cutting your department to the bone, burning you out, and generally treating you like garbage. Basically, if you work in SDC's Call Center, you're in a part of the company that they've very publically been trying to phase out for years now. The disconnect is almost total. - Crude, detached cost-cutting with no regard for what it does to employees. Deliberate under-staffing to the point of risking large contracts. - Massive increases in expected volume and productivity with no compensation, understanding, or mercy. "Deal with it or get out". - Get screamed at by angry customers all day. You'll need some serious patience to be able to do the job well and not lose your cool. - Deliberate "churn and burn" style management designed to work you as hard as possible, burn you out, discard you, and replace you with a fresh and naive new recruit that has no idea what they're getting into. This has gotten much worse under the new ownership/management. - There used to be "All-Hands Meetings" where the old CEO would let everyone know what was going on with the company and answer questions from anyone. The new management/ownership just keeps employees in the dark. Zero meaningful communication from Corporate since the takeover. - There were also employee committees designed to address various issues with the goal of gradually making things better for employees. These committees have gone nowhere under the new management and for all practical purposes have ceased to exist. - Supervisors and lower/middle management are almost comically overworked to the point where they can't keep up and are not in touch with agent concerns. Many sups are scared of actually empathizing with agents for fear of losing their own jobs. - Raises? No raises. Ever. Realistically, the only meaningful pay increase for most agents is going to be eventually moving from RST to PTE (from $10.25 to $13.50). Supervisor doesn't pay enough to be worth it. Trainer pays decently, but there are very few of them and no clearly defined path to become one. - The meager Pay for Performance bonuses are a double-edged sword. It's nice to have the extra money, but being a top agent puts a target on your back. You will be audited, nitpicked, and harassed to the point where there are numerous top agents that very deliberately find ways to keep themselves out of the top rankings. Meanwhile, mediocre agents fly under the radar, do far less work, do poor quality work, but are largely just ignored/left alone unless they are extraordinarily bad. - HR is so laughably out of touch that they have repeatedly fired and tried to fire people that were hit by hurricanes. They casually disregard important requests, etc. They do. not. care. Neither does management. You're a set of metrics to them, not a human being. - "Command Center" (the people who manage queues, etc) was off-shored to some random company where the new Command agents barely even understand what their job is and clearly have no understanding of SDC or the various clients SDC represents. The savings can't possibly be worth the (sometimes hilarious, sometimes tragic) chaos this has created. - Morale in most departments is abysmal. Brand new employees are often positive ("Whee, I work from home now!"), but way too many experienced agents are angry, bitter, and burned out with no end in sight. The work environment (even though it's mostly just chat) is an endless toxic swamp of negativity. If the work doesn't burn you out, the endless negativity of your coworkers will. In summary: If you're going to work for SDC, don't just hang around year after year without a plan. It is really not the kind of company where seniority or loyalty gets you anything. Know what you're getting into, and have a strategy. If you need experience, put in a year or two, do a good job, and then move on to something better as soon as you can get it. It's an IT starter job, not a career. Pro-tip: If you get hired as an RST, do everything you can to move to PTE, ASAP, as that is the only meaningful step up for most employees. Pro-tip 2: If you're going to put in some time at SDC, continue your education on the side. Get a degree. Get some certs. Learn something you've always wanted to learn. Just get some skills somehow. Those additional skills are your path to eventually finding a better job.

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    Advice to Management

    - Treat your employees like human beings. Stop aggressively burning them out and finding ways to make an already-stressful job more stressful. Your callous disregard is pushing away a lot of your best people. - Take employee burnout seriously and take some of the steps that better call centers do to minimize it. - Many of your Call Center agents are seriously overqualified for their positions. If you're... going to continue hiring people like these, you need to at least offer them some hope of raises or promotions. Hiring someone massively overqualified and then just indefinitely keeping them in a dead-end position is absolutely disastrous for employee morale. - Listen to your employees. Employee suggestions (even ones that would really help the company and would require almost no effort to implement) are almost never taken seriously. Many of your most helpful and most productive employees just give up even trying because nobody listens. - Communicate with Call Center employees, who are still the core of your company. Keeping them in the dark the way the new management has is absolutely unacceptable. - Bring back the All-Hands Meetings. Bring back the employee committees. Actually take them seriously. - Create a clearly-defined path to promotions/raises for employees that want to work for it.

    Show More
    Support.com2017-10-09
  7. Helpful (2)

    "Employee for a few years"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Personal Technology Expert 
    Doesn't Recommend
    Negative Outlook

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

    Pros

    Work from home Supervisors are friendly and attentive Benefits aren't bad

    Cons

    Call volume is incredibly high with issues completely out of scope Leadership doesn't seem to care about agent burnout No raises or opportunities for advancement. Period.

    Advice to Management

    Consider increasing pay as seniority increases or at least offer more opportunities for advancement.

    Support.com2017-05-31
  8. "Employee Review"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Personal Technology Expert in Charleston, SC
    Recommends
    Neutral Outlook
    No opinion of CEO

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

    Pros

    Ability to work from home, Pretty good pay, Full benefits, Overtime offered a good bit

    Cons

    Bidding on schedules a few times a year

    Support.com2017-04-24
  9. Helpful (3)

    "No one cares, I have been a PTE since the cox tenant came along"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Personal Technology Expert 
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

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

    Pros

    work from home and work from home

    Cons

    Been here almost 3 years and its gone SEVERELY downhill. First of all, no one up above you cares about employees, customers, tools that malfunction literally every day - list goes on. They don't care about anything at all. This is a "do your job to the best of your ability with constantly breaking tools and leave" kind of place. No praise ever even if your ranked #1 and do a fantastic job No communication... to whats going on in company by the up aboves. ABSOLUTELY No opportunity for advancement. ABSOLUTELY No raises, ever. Pay very low - make sure you can live on 24k a year Customers become belligerent and are constantly rude/mean Customers are EXTREMELY dumb specially in 757 area code for some reason, they don't understand anything you say or have them do and it's EXTREMELY frustrating. I would say 75% of customers are like this. This is definitely the most frustrating part of the job, next to tools constantly failing A lot of employees are highly inexperienced, and other experienced techs have to constantly fix what they can't Health care deductible went from 500$ to 2500$ in 2017 and it's 150$ a month. So it's like you don't even have healthcare unless an emergency happens. And if an emergency DOES happen, you are out 2500$ which no one here can afford. So if you want to go to the doctor at all for basic checkups or anything, you have to pay every bit of it. Schedules are switched every quarter, if you don't have a great rank then you get the night shift. (thank god I do) One supervisor (other employees you know who I'm talking about) constantly nitpicks about every little thing you do even if you are top ranked. You are switched to a different supervisor every quarter. You will constantly receive "tier dumps" and these are basically other departments dumping calls on us that they don't want to deal with, usually belligerent customers that should have not been transferred to us in the first place. There is tons of other stuff I can list, but those are the main ones.

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    Advice to Management

    You guys seem like you don't care at all? I mean the lower sups do what they can, but up above them it seems like no one gives a crap. Constant tier dumps that no one does anything about. Constant tools breaking. 0 communication and the main sup that's in charge of the tenant never even comes in the chat room anymore! Much less talks to any of us!

    Support.com2017-04-30
  10. "One of the best training programs in the world"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    Former Employee - Personal Technology Expert 
    No opinion of CEO

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

    Pros

    The tools are amazing and the training will turn you into a real pro!

    Cons

    Calls can be far more stressful and draining than tickets. They have some shady practices like installing a "scanner" on customer's computers that will essentially always say that they have a problem that needs fixing. Gimmicky packages like "tune-ups" that basically just involve changing a few irrelevant Internet Explorer settings were also sold for outrageous amounts.

    Advice to Management

    Drop the scams and gimmicks that're pulled on customers. And have some people be dedicated to the tickets rather than the calls - some people just can't handle the enormous stress of calls.

    Support.com2017-02-10
Found 74 reviews