Support.com Technical Support Reviews | Glassdoor

Support.com Technical Support Reviews

Updated Sep 11, 2019

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Found 20 reviews

2.7
StarStarStarStarStar
Rating TrendsRating Trends
27%
Recommend to a Friend
32%
Approve of CEO
Support.com CEO Richard Bloom
Richard Bloom
5 Ratings
  1. "They were awesome"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Technical Support Representative in Remote, OR
    Recommends
    Positive Outlook
    Approves of CEO

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

    Pros

    Paid training Room to grow Wonderful staff Straight forward job

    Cons

    no downsides I will go back someday.

    Advice to Management

    I Literally Love You Guys

    Support.com2019-08-05

    Support.com Response

    August 6, 2019Support.com Leadership Team

    Thank you for your feedback! We are happy to hear you are having a great experience!

  2. "Could use more tools for agents"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Agent, Technical Support in Fort Walton Beach, FL
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    Plenty of hours usually, consistent pay, and thorough paid training.

    Cons

    They don't have good tools to help customers. Constantly put in positions where the agents can't help. Complicated systems in the tools they do have. If attempting to work here don't get used to being part of a team as changes take place every week to every month.

    Advice to Management

    If tools are developed in-house it would be nice to have them get more streamlining. Better training for current agents on new changes in tools. More flexibility on hours.

    Support.com2019-09-11
  3. "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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  4. Helpful (6)

    "Not worth it"

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

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

    Pros

    The pros are the fact that you are able to stay at home and not have to worry about the commute. They have great training available to you before you get out on to the floor and a great support system when you are in training .

    Cons

    After you are done with training though the support is not there from who they call your supervisors. You only have communication through an IM system on a program they all use and although that is handy to an extent all they will tell you is to look it up when you have a technical question. It can be very frustrating and maddening to an extreme especially when you have a angry customer who doesn't want to wait... while you read or find a specific article for their problem.

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    Advice to Management

    Train your supervisors to help out those newbies a little more. Be more receptive to their needs and welcome on to the floor so they know that you are out there and wanting to help them be successful. It is understandable that you are probably dealing with thirty other tasks but at the end of the day it would be a great help to know that you are out there and ready to help.

    Support.com2019-06-05

    Support.com Response

    June 24, 2019Support.com Leadership Team

    Thank you for your feedback, and we appreciate your comments. We have several chat rooms available to our employees for supervisor, help desk and fellow employee support. We also have many robust articles and features to assist you with the day to day functions in your role. We ...

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  5. Helpful (3)

    "Support.com The 21st Century equivalent of well-oiled Triangular Trade"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Technical Support in Birmingham, AL
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    Work At Home. Advice: Get a second machine off VPN.

    Cons

    This review takes a different approach. This is for those of us who knew exactly the beast we were about to enter a relationship with.Working for this employer was 'stop gap employment'. We knew the pay was by the employer’s own admission in publicly released Press Releases and Quarterly Earnings reports, the lowest in the technical call center industry within the United States. We knew they review individual state... labor laws to find and target states that do not have any active livable wage campaigns or minimum wage laws that exceed the threshold for this employer. That threshold being 8.75 cents an hour. To put it more bluntly I quote Chris Rock, "We'd pay you less, but we can't!" We knew the company pain points for we even read the Quarter Financial Results and investor reports. We read with interest the 10K report filed in March of 2018 that discussed the pain of being found guilty by the US Department of Labor for withholding wages and entering into a settlement agreement on January 18th, 2018 paying back to Work at Home agents over $30K in back wages and related damages. We read all the Indeed reviews. We read all the Glassdoor reviews. We even Read the 10K filed in March of 2018 that proclaimed, "As of December 31st, 2017, we have 1,688 who are work-from-home agents and 88 who are corporate employees". 88 Corporate Employees folks.That is it! Which leads me to this. The most intriguing thing about Support.com is just how well-oiled the business process plan is. To steal a line from the Movie Big Short and modify it, "You can't hate them, they are so transparent in self-interest that you kind of respect them for it". For the Black Belts of Six Sigma did a fantastic job of creating a complete in network model with one single point of entry that simply pulls from a never-ending stream of desperate human capital lured by the prospects of working at home. And within that well-oiled machine are cruel and ingenious process points that assure maximum exploitation of labor with minimum investment in employee and infrastructure. Nowhere is this seen better in action then during employee on-boarding and employee off-boarding. For employee on-boarding, all infrastructure required to perform one’s job must be provided by the employee. That just does not mean one’s home infrastructure ( a quiet space, computer, high speed internet, USB Phone, etc.) Some potential employees would find the tradeoff reasonable. 'I provide the computer, high speed internet, USB Phone, etc) and you provide a wage without me investing in transit. Indeed, Support counts on that trade off. No, the infrastructure is deeper than that. The entire imaging process of your computer, meaning all the software necessary to perform the job must be individually installed and managed by you. Think of the savings for the employer. Use the data point above. 1,688 work at home agents, with an attrition rate of 88 percent, an average worker lasting between three and six months,all responsible for the imaging of one’s computer during on-boarding. This attempt to save money backfires because the entire training period and production period is mired in nothing more than individual employees with all unique machines, running into all sorts of software issues that are often tracked back to low end machines or improperly configured or used software and home infrastructure. Support should embrace modern day IaaS SaaS concepts rather then trying to offset the cost to an employee making just above min wage. For employee on-boarding, Healthcare is not provided until 90 days of employment is satisfied. Since the average attrition rate for Support employee is 88 percent, with an industry average of lasting no more than three months to six months you can see why. It Makes perfect cruel business sense. For employee on-boarding, one’s first paycheck is a mailed paper check. Why invest in the employee when we falsely believe we have uncapped resources available to replace them. OR is it something more cynical? Is is that the urban and rural poor who may get snatched up by this employer have a higher rate of being unbanked. This means that 10 million Americans do not have a bank account and often resort to check cashing or other pay to release cash models. Support knows that this segment are accustomed to waiting to cash a check, that it can be presented as 'you'll get paid, don't worry.' You decide. Testing And exams during training. Many BPO's do this. They sit with the client and promise a wide range of SLA’s and take great pride in demonstrating that employees will be tested prior to supporting the client. The tests are designed as nothing more than legalese fluff. The employer does not want you to fail a test, because failure of an exam requires them to navigate Unemployment Insurance law differently then had you resigned or been terminated due to conduct. That is why employers such as Support will do anything they possibly can to insure you pass them. Research if you have a claim open under a prior employer, how long the duration is and take a realist approach to these exams if you intend to leave. It is the only way to exit Support with them later opting for a No Contest of a claim, since it is not filed against them. If you opt later to resign Support will contest the claim.The Quiz period and final exam is a very narrow window in which done correctly you can exit the company and Support will not interfere with existing open UI benefit claims because they can't under most states. The true cost of home infrastructure investment by individual employees paid slightly above min wage is hidden. The math just doesn't add up. The targeted economic brackets that decide to go in with Support have either another member of the household supplementing, contributing too or offsetting the necessary infrastructure or the employee has a retirement or pension benefit coming into the household. Support com reported a revenue of 17 million in March of 2018. The CFO sensing a PR crisis managed to lower his public cash pay rate to the high 70s. The CEO however, reported earning cash only, roughly half a million in 2017. Support is one of the most exploitative firms I have seen. One would have to look at the garment industry, nail salons and farm labor to find an equal.

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    Advice to Management

    Greed is NOT good

    Support.com2018-11-02

    Support.com Response

    November 13, 2018Support.com Leadership Team

    This review is a bit challenging to approach, but our promise as an organization is to thank everyone for their feedback, as we continue to evolve. We also belief in stating facts vs half-baked truths. We do not hide our wages, we are not the lowest and we are not the highest - ...

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  6. "Working"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Technical Support in Beattyville, KY
    Recommends
    Positive Outlook
    No opinion of CEO

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

    Pros

    WorkING from home is great!

    Cons

    Working from home with hot a person to help you face to face.

    Support.com2018-08-02
  7. "SDC from me"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Technical Support Specialist in Bangor, ME
    Recommends
    Neutral Outlook
    No opinion of CEO

    I worked at Support.com for more than a year

    Pros

    Decent money for an hourly job Get to work from home

    Cons

    There are little advancement opportunities

    Support.com2018-07-09

    Support.com Response

    July 23, 2018Support.com Leadership Team

    We were troubled when we read that this contributor felt there were little advancement opportunities, as our opportunities are abundant! We have support function roles; training, mentoring, scheduling, supervisors, management, design, engineering, enhanced skill movements, corporate ...

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  8. Helpful (3)

    "Work at home Hell"

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

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

    Pros

    Support.com itself seemed very good. Working at home was good.

    Cons

    It's a contract with the most notorious ISP in the country. And it's exactly as bad as you've read about through the years. You are absolutely expected to hard sell every call, and that is built into their grading system. (In training I was told this was not the case, but on the floor it was at the manager's whim. The one I dealt with the most demanded sales.) In fact, more time was spent learning and practicing... selling than any other aspect during training. It's part of "adding value" to the customer's service. So while the person's stuff isn't working, you're angering them further by the hard sell. Got hung up on (rightly) so many times during the first week on the floor, I bailed. Which is a shame as Support.com itself actually comes off as standup and a good place to work. (However, they did outright misrepresent the attrition rate: It's absolutely brutal, as you might guess.) Just know if you're on this client, working for an aggressive collection agency would arguably be more honest to your conscious.

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    Advice to Management

    You know what client I'm talking about. Money is money, but don't expect actual techs to put up with an environment where their knowledge isn't usable and they have to follow that silly interface that is horribly slow and sometimes outright fails. You know it was originally built for non-techs, so if it's BAU, you might as well stick with non-techs like the client apparently originally envisioned.

    Support.com2018-01-07
  9. Helpful (2)

    "If you have morals, this place isn’t for you."

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

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

    Pros

    You could literally be horrible at your job and still receive a pay check. As long as you clock in everyday, nothing else really matters.

    Cons

    Tier 1 follows a strict guideline as far as what they can or can’t do or even what they say. Tier 1 is usually the reason you end up with an angry customer. You are expected to do much more than what they go through during the paid training. Job ends up being very repetitive in the sense of the resolution. You are only allowed to do so much, even if that means disregarding the customer experience. My personal morals... did not agree with this company. I was asked to tell a customer to call back because our tools were down, or administer a Technician Call to the house (aka more money for them).

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    Advice to Management

    Get rid of Tier 1 and pay the Tier 2 what they deserve. Maybe then, people will enjoy their jobs and actually want to resolve the issues.

    Support.com2017-12-29
  10. Helpful (3)

    "Ok for a short amount of time."

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

    I worked at Support.com full-time

    Pros

    -Work from home -Benefits are decent

    Cons

    -Pay -Customers are almost always very angry - and hate Comcast. If you get that contract, be ready for irate customers that will take out their terrible experience with Comcast on you.

    Support.com2017-10-18
Found 20 reviews