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Support.com

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Support.com Remote Support Tech RST reviews

2.4

32% would recommend to a friend

(176 total reviews)
avatar

Lance Rosenzweig

61% approve of CEO

26% positive business outlook

Ratings by category

2.6

Diversity & inclusion

2.1

Work/Life balance

1.9

Culture & values

1.9

Senior management

1.9

Career opportunities

1.7

Compensation and benefits

Remote Support Tech RST employees have rated Support.com with 2.4 out of 5 stars, based on 176 company reviews on Glassdoor. This indicates that most Remote Support Tech RST professionals have an average working experience there. Support.com is rated 38% below average by Remote Support Tech RST professionals compared to other employers within the Information Technology industry (3.9 stars).

Ratings by demographic groups

Reviews by job title

176 reviews
1.0
Nov 21, 2014

Has advantages and disadvantages....

Remote support tech rst
Recommend
CEO approval
Business Outlook

Pros

Well the obvious one is the work from home. Benefits are decent. Medical/Dental/life/ESPP/ and so forth. Up to 32 hours of overtime available per week if you really want the extra $$

Cons

Well it starts out with the Client... Comcast... America's FAVORITE ISP. Now when it comes to call centers there are always things you are required to say or mention on a call, but Comcast goes OVERBOARD and focuses on everything BUT fixing the customer's issue with their internet. I CSR should not have to ramble on for 5+ minutes each call about random non-sense the customer doesn't care about nor want to hear. For anyone that has contacted comcast tech support and been transferred to "Wireless Gateway Support" you have a good idea of what I'm talking about.That's where it all begins. Now for Support.com.... they love to change things non-stop with or without warning. Some stuff should require training which doesn't and instead at best is announced via a memo. The pay is either low or reasonable depending on your cost of living. For me it's about average for an entry level job in the door minus the commute. There not much opportunity for advancement nor pay increase. They keep on adding on more and more and more to the job responsibilities but the pay doesn't even go up a nickel. They can't seem to even keep enough staff to properly keep the place staffed during high volume times. They just changed from set schedules to flex schedules which is a pain and not even worth explaining it's such a joke. The moral of the RST's is so low right now everyone is turning to their don't give a damn attitude and the requirements set by the company both Support.com and the client (Comcast) are out of line and desperately need readjusted. Glad to say I ditched this junk hole and am working for Apple now where they know how to run a company and care about their employees.

2.0
Oct 30, 2014

Home Network Support for Comcast? Yeah, right!

Remote support tech rst
Recommend
CEO approval
Business Outlook

Pros

Its by my own fault that I'm not currently fit for promotion as I got really sick and missed several days, but unless you're up for a supervisor position, don't expect any raises. It's a call center, remember that. Keeping in close contact with my supervisor, this wasn't even a problem. In fact, my supervisor was really understanding and still is with the current mess of constantly changing tools and policy procedures. Pay is relatively good and the trainer I had was really thorough. Plenty of overtime opportunities. Friendly atmosphere.

Cons

I initially applied for a Spanish-speaking PC support job back in December 2013 but then they secretly moved me to Comcast, the worst internet service provider EVER! When I hit the production floor, I was Home Network Support (or Wireless Support basically). Without Support.com being straight forward, we've turned into American tier technical support AND wireless support with no added compensation. The tool used to troubleshoot Xfinity wireless gateways (Einstein, supplied by Comcast and used worldwide) is intended for somebody without a brain. There's literally a flow for every imaginable issue that agents click through with automated fixes and configurations. These flows do a HORRIBLE job detecting the issues and resolving them, contributing to more angry customers. They will not do simple tasks like changing wifi passwords or factory resets about 75% of the time, however we are REQUIRED by Comcast to use these plagued and poorly tested tools. If we don't use the tools, we get docked points by QA teams, which is another issue. The Quality Assurance (QA) teams (also from Comcast) are clearly not from America and do not know how to do their jobs, much less speak a lick of English. My issue with Support.com itself, is some of Support.com's own Command Control staff are also hard to understand because of limited English. Great people, but hard to understand.

2.0
Oct 25, 2014

Soul Sucking, Horrible Pay, Terrible Management Practices.

Remote support tech rst
Recommend
CEO approval
Business Outlook

Pros

You get to work from home and the benefits albeit not as good as some places were decent. You do learn to deal with customers, some good, some bad. This place will really get you the skills to become a better customer support agent and help you move on to bigger roles with other companies. The holiday pay was decent, you have to work holidays but they give you all those days back financially throughout the year and they do pay you it when you leave if it has not been used.

Cons

Where do I begin, this place is just not organized at all. You are a slave to the man, they lure you in and just push you out when not needed anymore. There is no room for advancement besides maybe becoming a supervisor which means you don't have to answer "calls," which is a definite upside because you don't have to deal with the absolute moronic customers that will call in and ask for help. The downside of being a supervisor would be that you have to pretty much baby sit your close to 25 'babies' underneath you with one on one's etc. Now there are some great techs there, don't get me wrong but about 60% of the rest are just script readers and couldn't setup a brand new computer much less a network.

Viewing 139 - 141 of 176 Reviews
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