Support.com Remote Tech Support reviews

Company went from remote technical support to supporting a cable company for technical and billing issues due to a contract they won.

Support.com provides service for Comcast. As a Remote Service Tech you are expected to solve the customers problem with hardware or software with a very short time frame. Which is fine for me as an experienced technician. But here's what they don't tell you when you are hired. They add to your job up-selling services and collections, and they what it done within the same time frame as a regular technical call. If the customer needs to have a technician go to their home, there is a good chance they will not show up. You will then get the bunt of the customers dissatisfaction. In addition you will be trying to assist old people, non-technical people as well a people that will start the call screaming at you. These calls take time to resolve. You have 2 choices, take care of the customer and resolve the problem and take a hit on your time on each call or rush through the call and hope for the best. I asked many times whether its better to spend a little more time and satisfy the customer or to end up with a call back. The answer I got back tells you everything, "We don't care how many times they call back, get on and off the phone as quick as possible!" That sums up Support.com