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Support.com

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Support.com reviews

3.0

42% would recommend to a friend

(162 total reviews)
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Lance Rosenzweig

54% approve of CEO

30% positive business outlook

Ratings by category

3.4

Diversity & inclusion

3.2

Work/Life balance

2.9

Culture & values

2.8

Senior management

2.7

Compensation and benefits

2.6

Career opportunities

Ratings by demographic groups

Reviews by job title

162 reviews

Reviews about "Culture"

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3.0
Sep 3, 2018

Scheduling Is A MESS!

Client services technician
Recommend
CEO approval
Business Outlook

Pros

Great Training Earn PTO from your first day work from home great company culture

Cons

Pay could be more competitive Mandatory OT that doesn't fit a lot of people's lives and now "flexible scheduling" that says they can schedule you an hour before your usual start time and an hour later than your usual end of shift is NOT conducive to people who have lives outside of work. Some of us have babysitters/daycares we have to pay and can't keep changing our schedule on a whim. Bait and switch on the schedules-they have some person come from WFM and assure you you can bid on the schedule you want right out of nesting and you'll get it because your metrics won't be considered being that you just started-EXCEPT-wait for it---there ARE NO SCHEDULES for you to bid on. So you're indefinitely stuck with a schedule you don't want and can't do although this is not what they tell you during your interview process or in training. Although I love the work and my coworkers, I'm already looking elsewhere for another position that has better hours. I'm not new to work from home-I've been doing this for close to 5 years. This, by far, is the messiest scheduling process I've seen for remote positions.

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Support.com Response
7y
Thank you, we have both a computer generated and "human touch" approach to scheduling. It is critical that employees come to work and work the schedule assigned. One employee working an alternate schedule can change the entire dynamic of the requirement. We appreciate your insight.
1.0
Aug 28, 2018

Not a great place to work

Client services technician
Recommend
CEO approval
Business Outlook

Pros

I do not even know where to begin with this. There is only one pro with working for support.com and that is WFH. The training process was decent but really did not prepare you when you hit nesting. It felt like we were thrown to the wolves. If you need help, you asked your mentors and that was by messaging them on the chat client we have, so that could take a couple minutes for a response and in the meantime you are being yelled at by a customer that you just have to sit there and apologize to. The tools they give us have by far gotten worse. The main tool for account pull up and troubleshooting is the slowest application I have ever used this impacts AHT(average handle time), one of the metrics that they are strict about. Maybe they should improve the tools in order for us to do well. The only other great thing is the pilot programs they offer, but all good things must come to an end when the client pawns the program off to incompetent over seas companies.

Cons

There are times where there is mandatory overtime for a month straight and the amount of hours you need to take increases each week. I have seen it up to 6 hours before and the time slots are limited so you could be stuck with having to get up really early the next day and when you work late at night. There is no room for advancement even though they constantly say there is. Job descriptions do not specify they are looking for a certain level of skill and then you get a generic email saying you were not chosen and the keep looking for other opportunities. Well guess what I have and yet the cycle repeats. Also one of the managers does not hire anyone under 30 so good luck trying to advance to a supervisor if you are under 30. Yes this is age discrimination and beyond disgusting to know this goes on. The company cannot even keep up with line adherence no matter how many new hires come in. During weeks they have mandatory overtime, they also offer voluntary time off. This makes absolutely no sense at all. You fail line adherence daily, but yet offer VTO? There is no raises at all unless you get promoted which is very hard to do. They will say there is P4P and that compensates for raises but is completely ridiculous. Most companies out there give their employees raises. This company doesn’t care if they lose employees because they know they are replaceable. Give your tenure employees a raise and maybe they will feel happy to work for this company.

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Support.com Response
7y
We are proud of our leadership team, of all ages, background and diversity. We have unique promotion from within processes that allow you to "test the role" before you make a commitment. We want to make sure the new role is right for the employee. Overtime comes with many roles, and we are no different. We are open and honest at the time of hire that we offer extra hours to our employees. Thank you for your feedback.
5.0
Aug 25, 2018

Remote Services Tech

Anonymous employee
Recommend
CEO approval
Business Outlook

Pros

I'm newly hired and still in training and this far, everything has been fairly easy to grasp. Feel as if the position is also a great character booster, as well.

Cons

Wish the pay was a little more

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Support.com Response
7y
We have a new pay-for-performance plan we are excited to share! Thank you for your ongoing support.
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