Jul 2, 2023
OneSupport reviews
3.0
34% would recommend to a friend
Anthony Herrera
36% approve of CEO
27% positive business outlook
Race / Ethnicity
Gender
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Disability
Parent or family caregiver
Veteran status
4.0
May 30, 2023
Great internal company culture falls short of offsetting toxic industry expectations
Former employee, less than 1 year
San Marcos, TX
Recommend
CEO approval
Business Outlook
Pros
-Trainers and team leads are very supportive, understanding, and patient. It's clear that they really want you to succeed. -Very flexible scheduling -The team leads are more willing to collaboratively work with their team members to address and accommodate needs and concerns than any other employer I have worked for -Coaching and skill development is prioritized over disciplinary actions with regard to addressing job performance concerns -Focuses on upskilling and promoting existing employees to fill higher level vacancies, providing a lot of opportunities for advancement within the company
Cons
-The company culture of client companies that OneSupport contracts out to often fall far short of the company culture of OneSupport itself -The target goals for job performance metrics are often unreasonable and/or present conflicting priorities. For instance, employees are required to maintain a certain average call handle time to remain in good standing, but the amount of time it takes to actually resolve a call is highly dependent upon the nature of the issue we are troubleshooting, the customer's level of comfort and familiarity with their devices, and the response times of escalation path approvals. -The QA team doesn't actually know the rules and requirements for the contracts that they are reviewing calls for, resulting in employees failing QA screenings due to incorrect criteria being used with such frequency that the team leads often ignore their feedback entirely -The pacing is grueling and majority of the calls are mentally and emotionally draining to the point that I frequently found myself spending most of my time between shifts mentally and emotionally recovering enough to get through the next shift
1.0
May 18, 2023
Recommend
CEO approval
Business Outlook
Pros
Honestly, this was one of the worst companies I've ever worked for. I can't tell you of all the hours "they lost" and didn't pay for. Working off the clock was the norm circa 2020. I was on the Frontier DSL account and the tolls are a mess. They've got like 10 different apps running at the same time -- all of them constantly crashing when you're trying to resolve problems for customers. Bosses treat you like crap. Horrible corporate culture. Stay away from this terrible place.
Cons
Everything. Low pay, awful benefits, bad management... Awful company.
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