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Support.com Remote Support Technician Reviews

Updated Aug 14, 2019

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Found 7 reviews

1.1
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Support.com CEO Richard Bloom
Richard Bloom
2 Ratings
  1. Helpful (5)

    "some good supervisors and some bad, but comcast tenant's policies were the worst aspect"

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

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

    Pros

    - Working from home is biggest draw and fellow employees and many supervisors were like close friends. There were many ups and downs but they usually kept things fun in team chat. - Pay was decent for an entry level starting pay and not having to pay for gas and vehicle repairs, but after years working at a place it would have been nice to have a raise and a little more vacation time or something to show for... your dedication all that time. - Scheduling if your metrics are good is flexible with the shift bids, but they changed to a flex schedule that you only get 1 day locked off and another may switch around when they feel like it so it is not as nice as it once was. most people hate it. If you are in the bottom metrics you will get last picks and probably end up with something 2nd shift or in middle of day when most do not want to work like 12 pm to 8:30pm or similar even if you were trying to get early morning or late night. Even supervisors were complaining about this and never getting the schedule they wanted despite being with the company for years. They do allow religious and school accommodations if you provide proof of your school class registration and payment they will try to fit your schedule around that within reason which was much appreciated as I was a student. This was only way to actually get a locked schedule unlike everyone else so it was certainly a welcome policy. - It gave me a good excuse to build another computer and upgrade our internet to higher speed as it was for work haha.

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    Cons

    - There is little to no job advancement. no raises ever. no increase in vacation days. Only can move up to manager or move into a different tenant if you are lucky. Only those with top metrics are even considered from what I saw. - Benefits were pretty poor, and then they switched to Cigna which made it even worse. They also do not match 401k contributions at all. - Management also was iffy sometimes. I had... many supervisors that I loved and some I am still friends with on facebook even after leaving. Then there were some that were not so great and never even talked to you unless you were doing something wrong. Even then sometimes they just didn't care about helping you it felt. Honestly I think some management is annoyed with some of the policies and overworked themselves which does not help matters. They also like to switch you around managers and teams pretty often when the wind blows so you probably won't have a chance to get to know many supervisors all that well unless you get lucky and get stuck with a good one for a good long while like I did. Then next you know you might get stuck with a bad one that will reprimand you for things that the last one did not even bring up as an issue. Communication between supervisors seems to be lacking severely on this matter and it is a free for all feeling. - Most of the rest of my complaints all fall under issues just with the Comcast tenant. It is possible other tenants may be a much nicer place to work, but this is my experiences with Comcast. Comcast is notorious for being a pain to work with in any company in my experience as a friend worked with another place that also had to deal with them so I do not hold Support.com completely at fault though I think they could try to stand up a little more to Comcast's policies. - They were forced to abide by Comcast's policies and use their tools and they are terrible. Half the time comcast tools are not working correctly or at least slowly making calls take longer. - A major complaint many had was with the ITG (Interactive troubleshooting guide) they started making us use last year. These things are not meant for wireless support but for the 1st tier overseas non-tech savvy people to click through because they do not know how to fix anything. The ITG normally results in it saying to resolve the issue by referring to wireless support (ie Us). So when we had to start using them it tells us to refer to ourselves which is stupid. The only reason comcast wants these done is because that is their way of getting tickets. Instead of adding on an additional ticketing system interface for our use or a way so we can create our own tickets manually (which often have to do when comcast tools are borked) they made us use the same one the 1st tier support already used that transferred the call to us. The ITGs are rarely relevant to what we are trying to do in 80% of the calls. If they are it is because 1st tier didn't understand what the issue was or follow their own directions correctly and transferred anyway. The only ITGs we were supposed to use usually were Cannot surf and slow or intermittent connectivity which are the same ones the 1st tier rep in Phillipines already should have used that transferred the call to you. So you run intermittent connection itg and it basically ends up saying to transfer to wireless support again before you can actually start troubleshooting and find out that their wireless router is more than 1 room away from their ps4 for example. This makes no sense to anyone and worse brings to next point QA. - QA will fail you if you do not ask every question on those same stupid ITGs rather than just clicking through them since you are already aware of the problem and solution as almost every issue is the same. It is a waste of time and resources to have to use those ITGs and have to ask the customers questions the previous rep already asked again thus irritating them over their limit. At a certain point I just got tired of them (as well as a great number of people) and started using these wireless gateway settings itgs that are very quick to get through in about 3 clicks instead of having to take 5 minutes to go through the slow connection etc. In our work chat people were always complaining about them or some other Comcast tool daily. - Back before when it was XSS and used Ninjato was better in my opinion. It was a tool that Support.com made themselves and was a lot more suited for proper note taking and allowed remote connection to computers etc. Always having to double note things because the comcast notes have a character limit almost the same as SMS, so had to make multiple notes if you have a lot to write. - QA was all over the place. Sometimes getting docked for things and then the next they were ok with it even with the same wording. When started SDC's QA was pretty flexible with what you said as long as covered the bases. Greet the customer, you are cordial, professional, and solve the issue and wrap up what you did then you got a high score nearly 100% on QAs everytime which was great. But then that was before Comcast Comcast got more control over things. As things progressed through the years SDC seemed like they were basically turning us over to let Comcast run the whole show. They started making us have to script verbatim lines and a little sales pitch, even though we had no biller access to do anything if the customer asked us about it, called plant the seed - eh yeah no thanks I am not into gardening. If you didn't hit every single set phrase or "words that work" QA would mark you to pieces. It got to the point where some of us stopped caring since even when we tried it felt like they would always pick one of the calls where we did not hit every note and then would have a 50%. Team rooms were full of people complaining about it. That was probably the most frustrating thing. That and how often they would change supervisors it was hard to build a solid relationship with one team sometimes.

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    Advice to Management

    I liked helping the customers and always solved their problems or if it was an out of scope issue referred them to the Support.com referral or oems. Customers gave me high marks and really appreciated that I was not a robot and actually cared about them. (ie I was not script crazy but just chatted with them while we fixed the issue) I think the most important goal of a tech support company should be 1st to do good... tech support and solve the customers' problems quickly and without a lot of extra scripted phrases that people do not want to listen to anyway. They only serve to make you feel less human and more distant to the customers. While yes Comcast is Support.com's customer and not the "customers" to whom we were actually speaking (Comcast's customers), if good support is not the 1st priority then what is the company doing? If your main goal is to kiss up to the client which is comcast in this case then I guess the company is doing a good job. SDC has a history of good support on their own if they do not let Comcast interfere with their customer interaction policies. It would be far better to do things your own tried and true way that you know works as a tech support company rather than letting the client dictate your every business decision just because they are your largest tenant. This is especially true when that client has one of the worst customer support reputations, so you know they have no idea how to good customer relations with their existing policies. Support.com on the other hand had great customer interaction policies before taking on the new policies for the comcast tenant. Other tenants may very well be much better and the experiences of employees and management may be much happier on the other sides. I wish luck to you all that you can get into one of those positions if that is the case.

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    Support.com2016-06-09
  2. Helpful (4)

    "Dead-End Job For Moderately Intelligent Individuals"

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

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

    Pros

    Literally, the only "Pro" to this job is being able to Work-From-Home.

    Cons

    - Decent health insurance benefits for full-time (30+ hours per week) but extremely low pay for the kind of work you're asked to do on a regular basis. On average, agents working directly for SDC's clients (i.e., Comcast) make 38% more than agents working for the company. - Incompetent Operations Team; specifically, scheduling and requesting Time Off - Inadequate Training - Often times unable to resolve a... customer's issue(s) - Condescending Management, HR & Operations

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    Advice to Management

    I suspect very few if any Team or Operations Managers have any experience working in call centers. Maybe you should start there.

    Support.com2019-08-14

    Support.com Response

    August 19, 2019Support.com Leadership Team

    Thank you for taking the time to leave a comment. We are very proud of our organization and the many roles we offer both in the work-from-home call center space as well as our technology business. All of our managers have a plethora of experience and bring a high level of leadership ...

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  3. Helpful (3)

    "Work From Home Technical Support- Very Real Potential, But...."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Remote Support Technician in Beverly Hills, FL
    Doesn't Recommend
    Neutral Outlook
    Approves of CEO

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

    Pros

    Setup, structure of day to day procedures and operations., 5-6 week paid new hire training, Ongoing training as systems change or are improved, Constant support during work shifts and off shift also. Chances to earn performance based bonus, and advancement opportunities. Have some very talented Team Leaders and an excellent culture of Teamwork

    Cons

    Hourly pay is WAY TOO LOW for position type and expectations. Tech is given very little time during each call to give the Customer the expected "world class tech support experience", where they feel valued. Way too many VERY unhappy customers, due to demoralizing, rushed, support tactics, which have customers reaching out to the FCC due to constant frustration and dissatisfaction with unresolved service and... technical issues. Techs finding it near impossible to give the customer a charged and personal experience on the phone, due to the amount of scripted info that has to be crammed into a very short call time window.

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    Advice to Management

    Sadly most of the responsibility for the things that are failing do not belong only to the management of support.com, but the management of their client. The client would apparently rather spend millions of dollars making adjustments and new programs due to FCC disciplinary action, rather than empowering Support.com to make 2 adjustments that would change the climate of customer anger and dissatisfaction in a very... short period of time. Simply put, those 2 adjustments are to look WITHIN the support structure rather than responding to the FCC demands which are from the outside looking in. Support.com support reps literally hold in their hands the client's multibillion dollar relationship with their customer. Those reps need to care deeply about the client's image with those customers, and to give them an unmatched personal experience on each call. That leads to adjustment #1 Making the support representative happy and comfortable at their job, enabling them the mindset to show the Client's customers that they are important and truly valued. With all due respect, that will never happen when the wage these reps are paid for what they do is a disgrace compared to tech positions at other firms. If a Technical representative is so harshly disregarded by their employer by being paid what amounts to minimum wage for a Technical position, how will they put the necessary value on their position and as a result on the Customer? Adjustment #2 Give the representative a reasonable amount of time to make the customer feel appreciated and cared for. This absolutely can not happen when the Customer knows that the rep is beginning to try and end the call 10 minutes into the conversation. It is just unreasonable to continue to spend millions of dollars being disciplined when paying reps a good salary and giving them more time with the Customer would cost a FRACTION of those numbers. Customers who end the call by thanking the rep for being so helpful and kind will NOT be calling the FCC when they get off the phone with support.

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    Support.com2017-06-26
  4. "Ups and Downs"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Remote Support Technician in Chicago, IL
    Neutral Outlook

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

    Pros

    Work from home, Support.com, opportunity for overtime, paid training which I thought was decent.

    Cons

    Supporting a different company that doesn't have its stuff together, training needs improvement, constant changes to how things were done but not necessarily for the better, doesn't always feel like you accomplished much by end of work day

    Advice to Management

    I feel like the support.com side was strong but how we work with comcast could use improvement. If the higher ups can work more closely with getting use resources needed to better customer experience, I think everything would be perfect.

    Support.com2015-10-22
  5. Helpful (3)

    "RST support.coms title for customer punching bag"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Remote Support Technician in Philadelphia, PA
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

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

    Pros

    Not much here other than being able t work in your Pj's (if you so choose)

    Cons

    Way too many to list here, my advice is if you aren't desperate for $ avoid this company!

    Advice to Management

    Raise your pay rate to the standard of the position. Stop micro managing your techs, Be upfront that this job is a customer support role not at all a technical support position this misleads people and makes your company look like a bunch of lying corporate pigs that are just cash grabbing.

    Support.com2015-08-01
  6. Helpful (1)

    "Work from home top of the perks but is it worth it long term?"

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

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

    Pros

    Working from home Initially learning the job including advanced malware / virus removal etc Sometimes they can be flexible on schedules... depends

    Cons

    Watching most of the good tickets all go overseas and getting messed up only to have American customers call and yell at you for the poor job they did. Was with the company 3 years and rated extremely well in technical ability but their is really no moving up with this company. Ripping off customers daily... Constant phone calls Dumbing down of services so they took really great technicians and are essentially... making them regular phone operators just for their English speaking capability

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    Advice to Management

    You should try working at the baselevel of your company and working your way up over the past few years and really seen what you've been doing. Yes I can understand the need to make a profit for the company but if all the customers and the good employees leave in the years to come what have you gained?

    Support.com2014-06-16
  7. Helpful (1)

    "Working from home is the best part of the job"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Remote Support Technician in Redwood City, CA
    Doesn't Recommend
    Negative Outlook

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

    Pros

    Working from home, depending on the trainer you get very knowledgable and helpful, somewhat helpful coworkers, good benefits

    Cons

    Lack of feedback other than call audits, lack of communication about policy changes but wanting those policies to be implemented, Mandatory overtime due to lack of staff

    Advice to Management

    Pay your employees more and stop catering to solely what the tenant wants before there's no one left to work for you.

    Support.com2014-04-03
Found 7 reviews