Pros
The best thing about working at Support.com is that you can work from the comfort of your own home. There is no commute and you can actually do the job in your PJs if you wanted to.
Cons
Extremely poorly pay. You can literally make the same (or more) flipping burgers; the only difference is you get benefits here. The left hand literally does not know what the right hand is doing and doesn't care to find out. They've basically instituted a program (HNS/RST) that they're making it up as they go along. Their five week training is a joke. The training material is outdated and has nothing at all to do with the job you will find yourself dumped in after the training is over. The trainer was mean and abusive and almost 1/3 of the training class actually quit before ever making it out of training. Mandatory overtime is a constant. It never goes away despite what you're told. If you're interested in working 45-50 hours a week then this is the job for you. The management is rude and know very little. More often than not your requests for information will be either ignored or answered with "I don't know" or "follow the flow." The "flow" is a joke. It does not address 99% of the calls that agents get. Even the calls that it does cover it rarely solves the issue. You're treated like a slave without a brain. They change their metrics (agent scorecard) constantly and it is so skewered that they don't even seem to understand it. Their tenants take advantage of the company's desperation to hold on to their contract with the tenant by allowing hundreds (if not thousands) of calls that RSTs have not been trained on and/or do not have the tools necessary to fix. Over 2/3 of all calls you receive are for issues that are outside of your area and that you can do absolutely nothing about. The customers are beyond the normal run of the mill slightly annoyed or disgruntled customers. Anyone working in customer service knows what it's like to deal with the public. This job takes it to another level. The customers are absolutely enraged 95% of the time because they are treated like dirt by the tenant with poor services, crappy equipment, constant lies, high bills, and being given the constant run around. Most of the calls are people who are so angry that they cannot be helped because they are completely irate about how they've being treated that they literally just want to rant and dump on someone. I've actually had clients who have cried because their service is so bad and the tenant will do nothing to fix it. Basically, this is a horrible job, only to be accepted if you absolutely cannot find anything else. This company has zero respect, care, or concern for it's employees and it shows. Employee morale at this job is extremely low. Because the company itself is so underhanded they feel that their employees are also. My class came out of training excited and raring to go. The overwhelming majority of RSTs bend over backwards trying to help the customers because they feel so sorry for the way the customers are treated. This is neither acknowledged by the tenant, SDC, or the disgruntled customers. After just a month on this job many RSTs quit. Those who remain are grossly unhappy but unable to leave because of lack of opportunity, experience, or other circumstances.
