Support.com Reviews | Glassdoor

Support.com Reviews

Updated Sep 15, 2019

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Found 972 reviews

2.3
StarStarStarStarStar
Rating TrendsRating Trends
31%
Recommend to a Friend
31%
Approve of CEO
Support.com CEO Richard Bloom
Richard Bloom
176 Ratings
  1. Helpful (1)

    "Can you control the weather? You could earn up to $11/hour!"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    Current Employee - Technical Customer Solutions Representative in Lynchburg, VA
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

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

    Pros

    You don't have to wear pants. Short commute.

    Cons

    Low pay. Remote work position is a scam to circumvent local minimum wage laws. Little time off. Zero scheduling flexibility. (They might change your schedule with little notice - when they say 'flexible scheduling' they mean *you* have to be flexible to last-minute changes to your schedule.) Must already own a medium-high end gaming PC to be eligible for employment. Employees expected to have total... isolation - largely negates any advantage to working from home. Employees expected to be able to control weather, power company, and ISP outages. Cult-like atmosphere. High pressure to sell on every call. No union. I had higher pay and a better work/life balance working at Walmart - what does that tell you?

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    Advice to Management

    Either raise your pay or lower your expectations - or continue to see high turnover.

    Support.com2019-08-26

    Support.com Response

    September 3, 2019Support.com Leadership Team

    We appreciate feedback, as it does assist in improvement. However, the comments you have made are inaccurate. We employ throughout the US to offer work from home employment in many locations. We offer our employees 12 paid days off in year one. Employees may request schedule changes ...

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  2. Helpful (5)

    "Run"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Wireless Gateway Tech in Gulfport, MS
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    Work from home was the only upside Save on gas

    Cons

    Management is horrible Lack of professionalism Flawed metric system Favoritism Poor training

    Advice to Management

    Scrap the playbook and start from scratch. 💯 You hire employees with no technical support experience and try to teach them how to troubleshoot someone’s internet from their own house who lives 100s of miles away. When new agents hit the floor they treat their employees with a sink or swim mentality, no support. Then they have a flawed metrics system that they can manipulate however they want. Surprise you guys... still have the contract with Comcast real talk

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    Support.com2019-08-21

    Support.com Response

    September 3, 2019Support.com Leadership Team

    Thank you for your comments. Our support system is a 1-3 ratio for newly hired employees, which is unique in our environment. We provide our employees with excellent training and mentoring before entering production. While all systems can be improved, we pride ourselves in continuous ...

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  3. Helpful (7)

    "Many Improvements Could Be Made"

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

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

    Pros

    *You could work from home *Everything was pretty relaxed as long as you did your job *Your breaks and lunches were set in the schedule so you could work independently through the day without somebody reaching out to you.

    Cons

    *You're shamed if you have to call out when sick. No sympathy at all. Just shame. *You're shamed if you have to go to the bathroom outside your breaks/lunches (I have kidney problems not something I can control) *It's extremely hard to get in touch with a supervisor when you need help *The only time supervisors chime in is to make everybody feel like they are doing a horrible job.

    Advice to Management

    *Communicate better with the employees and answer questions *Stop shaming people for things they can't control. *If somebody hasn't been given a warning about their metrics, talk to them first before firing them.

    Support.com2019-07-19

    Support.com Response

    July 22, 2019Support.com Leadership Team

    Thank you for your feedback. As an organization, it is important that our employees come to work as scheduled. We supply our employees with 5 PTO days and 7 Floating Holidays to cover missed time. It is important that employees use their time allotted and avoid missing additional ...

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  4. 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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  5. Helpful (7)

    "Just don't"

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

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

    Pros

    you can work in your gym shorts, pretty good insurance

    Cons

    low pay, extremely repetitive and draining work. can't use the bathroom outside of your scheduled breaks without being penalized, they treat you terribly

    Advice to Management

    Stop doing what you're doing.

    Support.com2019-07-12

    Support.com Response

    July 22, 2019Support.com Leadership Team

    We are a structured environment and have prescheduled breaks and lunches based upon hours scheduled. We understand employees needing to take bio breaks, and this is allowed. We do however ask that these breaks be limited in time as we do have a very structured schedule as we are ...

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  6. Helpful (6)

    "Not worth the pay"

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

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

    Pros

    work at home, flexible schedule

    Cons

    low pay, added responsibility with no pay increase

    Support.com2019-07-11

    Support.com Response

    July 22, 2019Support.com Leadership Team

    Thank you for your feedback. We have an opportunity for our employees to earn additional pay through pay-for-performance. We wish you well in your new endeavors.

  7. 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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  8. Helpful (5)

    "Angry Customers All Day, Average-Low Pay"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Remote Support Tech RST 
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

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

    Pros

    You get to work from home.

    Cons

    Angry Customers All Day, Average-Low Pay

    Advice to Management

    Listen to your agents.

    Support.com2019-06-19

    Support.com Response

    July 1, 2019Support.com Leadership Team

    As a call center handling customer concerns, we do expect our customers to be angry; something went wrong in their initial experience, so they are calling in for our assistance. This is your opportunity to "make their day" with the unique service you can provide. This is not a role ...

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  9. "work from home opportunities"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Technical Support 

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

    Pros

    work from home, minimal prior experience required, bonuses

    Cons

    no advancement, training could use some improvement

    Support.com2019-06-26

    Support.com Response

    July 1, 2019Support.com Leadership Team

    Thank you for your feedback. As an employer who promotes from within, our advancement opportunities are quite significant. We have opportunities in the work from home space as well as in our corporate structure. We have recently updated all our work-from-home training curriculums ...

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  10. Helpful (2)

    "Decent entry level job"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Remote Services Technician 
    Recommends
    Positive Outlook

    I have been working at Support.com full-time

    Pros

    Work from home. Entry level. Everyone is nice and willing to help.

    Cons

    Buying equipment if you don’t have it. Starting pay is kinda low.

    Support.com2019-06-10

    Support.com Response

    June 24, 2019Support.com Leadership Team

    Thank you for your feedback. We appreciate your support and wish you well in your new endeavors.

Found 972 reviews