Support.com Reviews | Glassdoor

Support.com Reviews

Updated April 10, 2017
210 reviews

Filter

Filter


1.0
Star Star Star Star Star
Rating Trends Rating Trends
Recommend to a friend
Approve of CEO
Support.com Interim President & CEO Richard Bloom
Richard Bloom
14 Ratings

210 Employee Reviews

Sort: Popular Rating Date

Pros
  • A work-from-home position with very little pressure from Supervisory positions when work is performed well (in 442 reviews)

  • In-depth paid training that prepares you for most everything you'll find (in 28 reviews)

Cons
  • Some people may prefer to not work from home (in 46 reviews)

  • No raises / dwindling chance of moving up in the company (in 76 reviews)

More Pros and Cons

  1. "Was A good company to work for but not any more"

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

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

    Pros

    Work From home, not much else

    Cons

    bad management, does not care about employees in any way shape or form, will give write ups over company software failing, strange hours, no chance of advancement, no raises bad 401k program

    Advice to Management

    take care of your employees and they will take care of you! if you want people to do a good job make it where they love there jobs and they are not just here for the paycheck ... not that the paycheck is much


  2. 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.


  3. Helpful (4)

    "Been here quite some time it gets worse and worse"

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

    I have been working at Support.com full-time (More than 3 years)

    Pros

    work from home is about all anymore

    Cons

    in the 4 + years I have been here mgmt has drug the company so far down I am not sure it will ever bounce back. Most (not all) of the supervisors try but their hands are tied on most critical issues Ops managers and asst Ops managers are simply number crunchers for call center management. Call center management allows the main client to dictate policy that causes the front line people to be abused by callers several times per day. They allow the main clients inept selection of off shore call centers to upset the majority of our calls and provide no backup while we field tons of verbal abuse with no option but to take it.

    Advice to Management

    Try caring about your employees it will bring you great results your current path leqaves much to be desired


  4. Is this helpful? The community relies on everyone sharing – Add Anonymous Review


  5. Helpful (4)

    "Horrible people"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - RST in Cleveland, OH
    Current Employee - RST in Cleveland, OH
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    Insurance and alright teammates is the only good thing to ever come of this cesspit. No gas necessary, so pay is set at $9.75 (with $0.50 nontaxable for personal equipment maintenance) per hour. It's not horrible, but you will pay $100 per two weeks for insurance at minimum.

    Cons

    I was trained in outdated tools, with very little actual technical training, and I was part of the group that came in after "management" decided to change training but was still in the process of making the materials. The "best" part is the new tools are still in beta with at least half of the parts not working, like checking equipment status and changing settings, yet we are "required" to use them. No one does except new trainees, and they get over it pretty quickly.

    Also, you are not going to get anyone but Comcast customers. SDC claims they service other companies, but you will never see positions for them.

    Recently, there was a contract change that split SDC Comcast support into two divisions, Central and North-East. Now, instead of the top 70 metrics performers getting a $150 bonus, 45 people get a $155 bonus, for my division at least.

    And don't expect it to be as simple as following a script! Policy says to verify accounts with whatever the program chooses and only that, usually SSN. But if you wait the 10 minutes minimum and are lucky enough to get a supervisor, they might tell you to use the account number instead or get marked as refusing the call! So now you've extended the call time way beyond the 14 minute Average Handle Time, and been told to violate policy, all at the same time!

    And speaking of supervisors, there is a max of 8 supervisors at any time, most often 4 at most, for at least 200 "technicians", who have a poorly defined scope of support, and the only technical help is from each other!

    Advice to Management

    Get out. You are not management, you are a joke. Quit lining your pockets at the expense of everyone else. Also hire actual supervisors and update your documentation.


  6. Helpful (4)

    "Poor Management, Extremely Poor Pay"

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

    Pros

    The position is a remote position and allows you to work from home.

    Cons

    Poor wages, well below industry. standards, Management is rigid and uncaring. Internal support is lax and overall underwhelming.

    Advice to Management

    Reasonable pay, and better overall managemetn.


  7. 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.


  8. Helpful (2)

    "Personal Technology Expert"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - PTE in Fort Lauderdale, FL
    Former Employee - PTE in Fort Lauderdale, FL
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    Pros

    Work from home - Open 24/7

    Cons

    have to work multiple tickets at a time on the phone with a customer and working multiple PC's at the same time - very stressful - low pay - no raises, ever - have to be available at all times - 2 15 min breaks and 1/2 hr lunch - other then that you are working every minute - mass layoffs with no warning due to outsourcing to India and Manila - go to log in and passwords don't work - you just got fired - No growth


  9. Helpful (3)

    "Rst"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee in San Diego, CA
    Current Employee - Anonymous Employee in San Diego, CA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at Support.com full-time

    Pros

    Work from home.. that's it

    Cons

    Always yelled at by clients. No raises ever.

    Advice to Management

    Pay better and the turn around rate will increase


  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.


  11. Helpful (2)

    "dont ever work for support.com if you value your sanity"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Remote Services Technician in North Weymouth, MA
    Current Employee - Remote Services Technician in North Weymouth, MA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    Work from home
    Saves on gas, money for food

    Cons

    Horrible pay
    No advancement unless moving departments
    Supervisors aren't on the same page about policy
    Super strict on hours
    Expections are bogus to achieve, you would have to cut corners all the time to achieve the numbers that they want and if you don't you get moved to a different department with virtually no warning.

    Advice to Management

    Get on the same page about your policies, be a little bit more encouraging to your employees to do a good job. Get rid of the god damn metrics, you are a tech company you can't expect a computer to be repaired in a 20 minute time period it's completely unrealistic, same with the Comcast side of things. If we are working with an elderly customer don't friggin message us to hurry up. Also we should be allowed to hang up on a customer who is being abusive no one should have to deal with that, my mental health is far more important than your company policies.


Showing 210 of 658 reviews
Reset Filters