Remote Services Technician - Anonymous employee Support.com Employee Review

After training ended, I began to feel a sense of dread- taking calls back to back (though you need time to make notes and close out accounts), dealing with angry customers whom you’re expected to try to sell to. Yes, sell to them. This position is really an undercover sales position. You’re not told that in the beginning (it’s not mentioned in the job description on the website nor is it mentioned in the interview); instead, you find out during the training. Much of the training goes over sales techniques. The training does not prepare you very much for production. You’re left feeling overwhelmed and unprepared to deal with the many different calls that are coming in. Comcast is Support.com’s client, so you’ll be taking calls from customers whose internet is slow, not working, or some other issue. You won’t be told that you will be a Comcast representative until you start training. Do I recommend this position? If you are an experienced sales person with some knowledge of tech support and can sell to angry customers, then this position might be okay for you. Once you are in production, you will be pressured to attempt to sell on all your calls. You will also be told to reach out to peers if you need help with troubleshooting. A supervisor may or may not have the same schedule as you, and therefore unavailable to assist you.