Support.com reviews

There are no raises. It has been said that the company does not yet earn enough to afford to pay employees anywhere close to the industry standard. However, recent hires show otherwise. Around October a senior employee was hired, and within his first year between pay, bonuses, and benefits he makes what would take any other employee at least 61 years of consecutive employment to make. If you can afford to pay someone 7 digits for a single year, you can afford raises even if it is a miniscule amount. Typical corporate lies. Recently a major tenant announced the end of the support being offered by SDC. Employees found out via the tenant's announcement, while management claimed to have no knowledge of the announcement. After weeks of not knowing what would happen, SDC moved some employees to different departments, and claimed that they would find locations for the rest once the program was ended. Likewise, they claimed that employees should not worry, they have nothing to worry about as they have major tenants which provide more than enough opportunities. Once the department was mostly shut down days consisted not of tech work, but simply redirecting calls because apparently the tenant and SDC still had not been able to figure out the art of communication. Maybe it's because of the language barrier when the majority of jobs are outsourced, maybe it's just the bad management. The day that the department no longer had to provide warranties on previous service they cut people loose. There was no warning. Employees logged in to find out that all of their logins were not being accepted by the systems. Employees that called in to find out what was going on were advised to speak with a supervisor. Supervisors recommended to speak with HR. HR did not answer phone calls. Of course, the company rarely lets people go, the outlook is bright. There'd be no reason to stop paying people who are barely paid as is and let them figure out how to keep their power and heat on in the middle of the winter - business is just too good. /sarcasm Claims of upward mobility are likewise empty. Their are higher paying positions available. However, for the particular tenant mentioned above there are typically single digits for hundreds of employees. You _can_ move upwards, if of course you one of the handful of people chosen. Unfortunately this is the only way to receive a raise. So if you want more pay, you've got to be perfect - the one person out of hundreds that is most qualified. That's great if you're the best technician there is - but then again, if you are, there are much more stable and higher paying positions available. All-in-all I took the job because of the telecommuting. The job market in my area is scarce, and this state has one of the highest unemployment rates around. It worked out in that I could work with technology and spend time with family when I could - but the end result is I along with many other people (enough for command to claim there were quite a few with issues logging in to cover up) are out of a job days after the holidays, and a few days before the new year, with no warning. Moral of the story - if you have no other options and need a job allowing telecommuting, this one will do the trick. However, be forewarned, if you have to rely on this job to make ends meet then you can be sure that having the job itself is unreliable.

The worst downside to working at SDC is the absolute lack of responsibility management feels towards its employees. Concerns and complaints are met with deaf ears, unless they choose to tell you simply to suck it up and work. Policies are changed surreptitiously behind the scenes when they counter management's edicts (such as when they subtly changed the online employee manual after the manual was shown to prevent mandatory overtime) without any acknowledgement that they have done so. Promises made to the employees upon hiring, throughout their career, such as raises when the company is profitable (denied raises, differential was cut, CEO pleaded poverty then immediately cashed out over a million in stock options, while getting quarterly bonuses for simply doing his job,) or never outsourcing work (most of our work is now outsourced, and despite being promised multiple times that break-fix work will not be outsourced, it is now currently being outsourced supposedly because of our clients' wishes,) and always putting service first (we were always told our primary goal is to resolve the CX's issues and now we are shackled by timers,) these were all broken, and, with the previously stated tendency to edit policies in an Orwellian manner (behind the scenes edits with no disclosure that things have changed coupled with outright denial that things have been changed when directly asked) makes the management at best seem untrustworthy and at worst like it is specifically trying to cause chaos and havoc amongst the employees (such as when Voluntary Time Off (VTO) is available and it gets thrown out first-come, first-served now, causing hard feelings between people, while it used to be doled out via the Supervisors, who could then decide amongst their teams who should / could get.) Part and parcel of the lack of responsibility is the lack of uniform policy to deal with X or Y. We are taken to task for not knowing that policy has changed or been updated (almost always without notice or information.) Alerts often come days or weeks after changes have been discovered and disseminated to us through our work chat rooms. If a change requires us to do something, we are rarely given more than two days notice to accomplish tasks, despite possibly being unavailable and/or on time off. Be expected to take on more and more responsibility and learn new things without any recompense. You will be told how valuable you are to the company while they increase your workload and do not provide even the most basic cost-of-living raise to your pay. Despite the fact that they are using YOUR utilities, YOUR internet, YOUR equiment, YOUR furniture and facilities, they will continue to take from you and expect more of you while giving nothing more than the basic compensation they started you at. Training at this company is barely worth noting. Initial training is paid, which is nice, and is fairly easy-going and informative, but does not reflect actual work environment. Subsequent training involves watching a video or, on the rare occasion a trainer can be spared, listening to the trainer talk about his rig and/or pop culture and/or relative connection speeds with little to no time spent on actual fact or necessary information, other than what we are already assigned to read / watch on our own. This also includes that many are expected to fix systems and devices they have little-to-no training or experience with (Apple, mobile devices) or that are not yet considered suitable for use with work (Windows 8 OS.) How are we supporting things that we are encouraged not to use or cannot use? Things that we don't even have virtual demos for? It's strongly implied, however that you should seek these virtual boxes on your own and assume all personal risk and responsibility therein. Metrics are based on easily-gamed numbers and denial of service. One of the pros of a job like this is to fix what's broken, whether out of loyalty to a customer or the desire to overcome an obstacle. I understand there needs to be limits regarding this. However, now it is strongly encouraged to ignore obvious problems that are unrelated to the customer's original problem (e.g. you see the CX is woefully out of date on several commonly-used programs, but that has nothing to do with the adware that's slowing their system down, so just ignore the possible security risks and conflicts.) Also, we are strongly advised to not service or even speak with customers and build rapport, so we can eliminate more time. Finally, metrics goalposts, which are part of their new pay scheme, are constantly shifting upwards.