Not a great place to work - Client Services Technician Support.com Employee Review

1.0
Aug 28, 2018
Recommend
CEO approval
Business Outlook

Pros

I do not even know where to begin with this. There is only one pro with working for support.com and that is WFH. The training process was decent but really did not prepare you when you hit nesting. It felt like we were thrown to the wolves. If you need help, you asked your mentors and that was by messaging them on the chat client we have, so that could take a couple minutes for a response and in the meantime you are being yelled at by a customer that you just have to sit there and apologize to. The tools they give us have by far gotten worse. The main tool for account pull up and troubleshooting is the slowest application I have ever used this impacts AHT(average handle time), one of the metrics that they are strict about. Maybe they should improve the tools in order for us to do well. The only other great thing is the pilot programs they offer, but all good things must come to an end when the client pawns the program off to incompetent over seas companies.

Cons

There are times where there is mandatory overtime for a month straight and the amount of hours you need to take increases each week. I have seen it up to 6 hours before and the time slots are limited so you could be stuck with having to get up really early the next day and when you work late at night. There is no room for advancement even though they constantly say there is. Job descriptions do not specify they are looking for a certain level of skill and then you get a generic email saying you were not chosen and the keep looking for other opportunities. Well guess what I have and yet the cycle repeats. Also one of the managers does not hire anyone under 30 so good luck trying to advance to a supervisor if you are under 30. Yes this is age discrimination and beyond disgusting to know this goes on. The company cannot even keep up with line adherence no matter how many new hires come in. During weeks they have mandatory overtime, they also offer voluntary time off. This makes absolutely no sense at all. You fail line adherence daily, but yet offer VTO? There is no raises at all unless you get promoted which is very hard to do. They will say there is P4P and that compensates for raises but is completely ridiculous. Most companies out there give their employees raises. This company doesn’t care if they lose employees because they know they are replaceable. Give your tenure employees a raise and maybe they will feel happy to work for this company.

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Support.com Response
7y
We are proud of our leadership team, of all ages, background and diversity. We have unique promotion from within processes that allow you to "test the role" before you make a commitment. We want to make sure the new role is right for the employee. Overtime comes with many roles, and we are no different. We are open and honest at the time of hire that we offer extra hours to our employees. Thank you for your feedback.

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Pros

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Cons

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4.0
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Pros

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