You will NEVER see a raise EVER. In fact, the pay and hiring requirements have been lowered in order to draw from a much larger pool of prospective employees, which means anyone sleeping outside a greyhound bus station. Yes the turn over rate is really high. The recent push towards more of a customer service role instead of a technical support role has pushed the evolution of call procedures which require only basic script reading skills which are graded by agents who barely speak English.
Be prepared to show up at the start of a shift and find that you have an email stating that company procedures have completely changed starting right now. Don't worry, they will change again in another month, along with the constantly rotating teams. However, if you adapt and make good, keep in mind that whether your metrics are at the top of the list or near the bottom, the pay is the same. The only incentive for doing your job well is to get a good shift bid slot, but shift bids seem to have no rhyme or reason.
As others have mentioned and history shows us, Support.com isn't exactly a company that is good for its word. After nearly two years, I have heard one common theme repeated, and that is that things are getting better, but sadly they never do. If you have a background in IT, look elsewhere as the pay is miserable, unless you are going to school or just starting out in the field. Although one possible bright spot is that since you will be handling calls for the company that is rated worst in customer service in America, you might even get your call recorded by a customer and find Youtube fame as others have recently.
It used to be an enjoyable place to work and some of the core supervisors from the subscription days actually did a fair job of managing their teams, but right now, fair metric former agents with no concept of personnel management. Same applies for the training department, as few things were as sad to watch as a class of new hires show up on the floor seemingly clueless.
