Where to begin? First off, the pay is way too low for what is expected of you. When I worked there it was $9.50 plus $0.50 reimbursement per hour. The $0.50 is for using your own PC, internet, headset, etc. The trainers told us that since it is reimbursement, that it will not be taxed; this was just a straight up lie. They do not separate this pay from normal pay on your tax form.
Next, the training period is ridiculously long for what you're taught. If you have any experience as a Customer Service or Tech Support rep, you will find the training an absolute boring four weeks, of which you get a reduced "training" pay rate (which is not mentioned in the job posting, conveniently).
Once you're out of training, you get assigned to one of Support.com clients. These consist of large internet service providers, most of which have a bad reputation when it comes to customer satisfaction, so be prepared for angry customers a majority of the time.
I have had years of experience in the Tech Support field, and I have to say I have never seen a more dysfunctional system as the one Support.com uses. Essentially, you have to use a program that tells you exactly what to say to the customer and what to ask next. You have very limited ability to do any actual troubleshooting. Need to reboot the customer's equipment? You need to go through the preset program until you get to the reboot step. Its frankly insulting to anyone who has even a tiny fraction of technical knowledge.
Beyond that, when you get a customer that is so unhappy that they insist to speak to a supervisor, you are expected to reach out to one via an internal chat program. 90% of the time your initial message will be ignored by the managers on duty at the time. There were several times I had to sit on the line with livid customers for over half an hour waiting for a manager to respond. Keep in mind call time is a metric you are expected to keep down regardless of circumstances.
Ironically, one of the managers that ignored me during one of those 30 minute calls later reprimanded me for spending so much time on that particular call. This is a common theme with management. They will provide you with awful systems, barebones guidance, near impossible performance goals, and then get everyone into a team meeting and reprimand you when the client complains about dropping customer satisfaction.
You are also required to work mandatory overtime at standard pay rate. I have absolutely no idea how this is legal, but it happens. Every single week except one I was required to put in extra hours, often on weekends.
All in all, this is a great place to work if you like being treated like dirt. For those looking for a good, competent, fun place to work, avoid Support.com like the plague.
