Support.com Reviews in Redwood City, CA | Glassdoor

Support.com Redwood City Reviews

Updated June 7, 2017
127 reviews

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Redwood City, CA

2.2
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Support.com Interim President & CEO Richard Bloom
Richard Bloom
5 Ratings

127 Employee Reviews

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Pros
  • A work-from-home position with very little pressure from Supervisory positions when work is performed well (in 451 reviews)

  • In-depth paid training that prepares you for most everything you'll find (in 29 reviews)

Cons
More Pros and Cons

  1. Helpful (1)

    "Eh"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Sales Development Representative in Redwood City, CA
    Former Employee - Sales Development Representative in Redwood City, CA
    Doesn't Recommend
    Negative Outlook

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

    Pros

    My first Sales VP genuinely cared for his team. Thank you for all the advice.

    Cons

    Highly disorganized internally. Sometimes the handoff of sales qualified opportunities would be unfair.


  2. Helpful (1)

    "Eh"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Sales Development Representative in Redwood City, CA
    Former Employee - Sales Development Representative in Redwood City, CA
    Doesn't Recommend

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

    Pros

    My Sales VP at the time cared about his sales team.

    Cons

    Highly disorganized internally. Some of the sales qualified opportunity handoffs would be unfair.

  3. Helpful (2)

    "They are ok."

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Remote Service Technician in Redwood City, CA
    Current Employee - Remote Service Technician in Redwood City, CA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    The best thing about this company are the benefits. The medical is good, a little pricey for the benefits. The dental and vision are great, very good coverage for a reasonable price.
    The job is really easy, and the other employees are nice.

    Cons

    You will never get a raise! Whatever rate you hire in at is what you make, no matter how long you work there! When you hire in, they assign you a schedule. There is the option to trade with other employees, if you can find someone that wants your schedule. Good Luck! They do have shift bids, but they are based on your metrics ranking, not seniority. They do offer paid time off, but it's earn as you work.

    Advice to Management

    The company should give pay increases. Shift bids should be by seniority. When people leave the company, current employees should be offered those schedules first, before the new hires. Paid time off should be given in full, not in as you work increments.


  4. Helpful (3)

    "Cst"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Cst in Redwood City, CA
    Former Employee - Cst in Redwood City, CA
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

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

    Pros

    The customers the customers work from home thats about it

    Cons

    Be bullied by employer when it comes to child preapproved day off revoked same day as appointment is told you have to work even if you request off

    Advice to Management

    Fix it


  5. Helpful (3)

    "Easy job, bad corporate culture"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Home Networking Support in Redwood City, CA
    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 (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.

    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.


  6. Helpful (4)

    "Work at Home - Client Technical Support"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Remote Support Tech RST in Redwood City, CA
    Current Employee - Remote Support Tech RST in Redwood City, CA
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

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

    Pros

    Work from home, No commute, No travel expenses, No wardrobe expenses, decent benefits

    Cons

    Low salary, no bonuses, no commissions, little room for advancement, insufficient training, job tools do not function as designed, rude customers, rude supervisors, rude internal technical support.

    Advice to Management

    Revise training so that more of the 4 weeks is spent on actual job requirements than it is on goofy customer service schemes. Most new hires have worked customer service and/or technical support in the past and know best practices where customer service is concerned. Also, give raises! If an employee has worked faithfully for the company for three years and is still making the same salary he or she made when they started, there's a problem.


  7. Helpful (4)

    "Bottom of the ladder company"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Senior Tech Lead in Redwood City, CA
    Former Employee - Senior Tech Lead in Redwood City, CA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Support.com full-time (More than 8 years)

    Pros

    None - what SDC ever had is gone - WFH jobs are a dime a dozen these days, and MANY major players offer far better positions and conditions.

    Cons

    Training new hires to learn how to google answers for lame PC issues. Training is the least beneficial and least usable I have ever seen. No upward work options, this is a customer service job with no tech skills needed - The worst people skills I have ever seen in "management" . No clear job description, lies and shifting duties, no raises EVER, no workable tools, no support for constantly failing company tools, no technical work at all...merely customer service - no ethics or corporate values at all. This company is at the lowest rung of the WFK/consumer based PC service ladder. You can fnd MUCH better position with leading players in the PC support business .

    Advice to Management

    None - "management" at SDC is non existent. Just a bunch of call center bean counters and yes speakers.

  8. "Remote Service Technician"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Remote Services Technician in Redwood City, CA
    Current Employee - Remote Services Technician in Redwood City, CA
    Recommends
    Positive Outlook
    Approves of CEO

    Pros

    Great hours, great teams, great mangement, great benefits. There are opportunities to advance if you're good at your job.

    Cons

    Irate customers is about it. The company itself is a great company to work for.


  9. Helpful (3)

    "The Definition of Dead End Job Can Be Found At Support.com: RST / PTE / POC Supervisor"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Remote Services Technician in Redwood City, CA
    Former Employee - Remote Services Technician in Redwood City, CA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    There are a few pros.

    Not having to share an office space or a bathroom with multiple co-workers.

    You get to work entirely from home.

    Direct deposit.

    Cons

    Low pay. You will not be able to survive on the paychecks here if you have any sort of bills, family, housing/rent or car payment. Even the trainers are paid the minimum starting wage.

    There is no room for advancement. None. If you like climb the success ladder, this place is not for you.

    There are no pay raises. There is a pay for performance bonus that is available but just not worth the trouble.

    There are no holidays and vacation pay will get eaten up by tool issue/outages when you have to call out. Don't expect any time off. Expect to work the weekends and expect to not be able to change your shift.

    Outsourcing - SDC has outsourced every other tenant to their subsidiaries in the Philippines and India, leaving you with the worst tenant, Comcast.

    The RST job is not even tech support. It is customer service for an awful product.

    The training is more or less to get your computer compliant and ready to accept all of the malfunctioning tools you will be using to do your job.

    The job will wear you down and you will eventually quit or get terminated for performance or attendance issues.

    The policies are confusing, conflicting, not enforced or are grossly over-enforced. Human Resources is a complete mess and is unprofessional in terms of communications.

    The management is incompetent. Just look at a 5-year timeline of SPRT stock.

    You will definitely develop depression if you work here. I have and am already feeling much better that I am not employed with SDC anymore. This is one of those jobs where you can wake up in the morning and the job actually makes you sick. You will have many days where you want to call in but can't because there are no days off to take. This company absolutely will grind your life into the ground.

    Advice to Management

    How can you give advice to people who have ran a company into the ground? My advice would be to short SPRT as hard as you can. Oh yeah, brush up on your dealings with the NLRB because I filed a complaint.


  10. Helpful (7)

    "support.goingoutofbusiness.com"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Remote Support Tech RST in Redwood City, CA
    Former Employee - Remote Support Tech RST in Redwood City, CA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Support.com full-time (More than 3 years)

    Pros

    work from home. health insurance was decent.

    Cons

    provide your own equipment, troubleshoot your own work tool issues because their tech department is clueless.
    basically only jobs left are working under Comcast. so if you like to get yelled at by 90% of your callers, read from a script that only angers them more, and get stuck on a shift permanently because they do not do shift bids like they claim they do then go for it.
    The actual tech support dept of multi tenant that actually fixed and cleaned computers has been almost fully outsourced and those on the American side who stayed simply spend most of their day fixes all the broken work the outsourced dept did.
    company is about to go completely under. went from $7 a share to .70 in under 3 years. will be sold out next year i guarantee it and everyone will be out of a job by then.
    no raises, bonuses are laughable, metrics do not represent your skills at all. no shift bids in well over a year.
    Comcast side is so overstaffed they offer massive amounts voluntary time off at all times.
    most of us were forced to quit since they refused to lay us off and instead moved us to a dept where it was difficult to work 40 hours. A dept where you will be going to your doctor and therapist for happy pills just to make it through a day. Where you cannot even disconnect a call if the angry customer is quite literally threatening your life and using curse words you have never been called before. Where you're hands are so tied you couldn't help the customer and make them happy even if you wanted to.

    Advice to Management

    Some of you were fine and understood how bad it was. The rest could care less about anything and were obviously just riding out the storm waiting for the place to go under. Get out while you can.


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