Support.com reviews

From training you are in a pressured environment that escalates expectations of performance daily. At some point when you reach reasonable competence, improvement hits the wall and supervisors begin coaching and stressing you to improve because SDC demands constant improvement. I dealt with this by reaching a point I couldn't improve and purposely dropping my metrics for a couple of months to give room for improvement. This seemed to work and keep my supervisors happy. They too have metrics and as long as they show improvement of your metrics, they are able to keep their superiors off their backs. Tools are in a constant state of "improvement" meaning they use us to BETA their tools until they work all the bugs out and get a decent performance out of it.... then they replace it with more buggy crap and restart the cycle. Frequently you work around the absence of critical tools because they are down. This kills your metrics but SDC cares not why your metrics are off. Improve or die. Your "script" is stupid and redundant. You constantly ask the customer question they have already answered 3 or 4 times. Frequent callers tire of the script and punish you for it's repetition. For the most part you will be working for Comcast. CC does a good job mostly but it's a huge company and you get to talk to the people who fall through the cracks. It can be miserable if you care about your customers but if you don't care, you will suck at the job. This and the constant demand for improvement will make the job keep you awake at night. Lastly, you will never get a raise. You can promote if your metrics stay high and you network with certain friendships but as you promote the demands are much greater.

Be prepared to deal with angry customers (understandable due to comcast system) most of the time, and having company programs fail continuously making you look like an idiot when you receive a call and literally can do nothing to fix it except having them call back later which in turn makes them more angry. Supervisors often avoid you when a customer asks for one, another awkward situation. Company focus is more concerned with getting the customer off the phone within 15mins instead of fixing the actually issue. I have had many calls where I was able to fix all of the customers issues leaving the customer happy, but then getting yelled at by management for going over 15mins and then told that I should have just sent a truck that can take a week to get out there instead of taking 40mins to fix the problem right then and there, really makes you just feel bad inside really. Also you rarely get recognized for doing a job well done, have had over 15 customer compliments and not one of them mentioned to me, but If i go a min over on a call they're all over me