Stress, Slashed Benefits, Absurd Demands, Outsourcing, and More Stress
Pros
Support.com has some sharp employees and your coworkers can be fantastic people to chat with between calls. •Decent pay, particularly for rural areas •Work-from-home position cuts out the need for a daily commute and allows you to personalize your space •Occasionally challenging work can make for a highly enjoyable shift •Can be acceptable for a temporary job, so long as you don't try to make a career out of it
Cons
Support.com used to be a fantastic place to work for; however, it is now a shell of its former self. The last several months since holiday season 2012 have introduced many changes that made this position a rather unbearable, demeaning experience. •Shift differentials have been cut, reducing many employees' pay by close to 10% •The bonus system that management introduced doesn't even give their top 4% of performers the same kind of bonus they would see on a shift differential - it's more of a slap in the face than anything else •Management has grown far too attached to tracking metrics, which simply does not work in a technical position of this nature. Management cares largely about how fast you get off the phones, and nothing else. Successful upsells, high customer satisfaction, and a fantastic track record for service completion are not rewarded. •The quality assurance team was outsourced shortly after my departure •Support.com is hiring employees at a lower pay rate to take care of some of the grunt work, and they're completely shafting their more knowledgeable employees in the process, likely in an attempt to purposely increase churn rate •Comcast's systems are a complete mess. Prepare to see many customers billed monthly to be told that Comcast has an issue with their equipment and that they can have it replaced. There are rarely refunds for these issues. •The sales team makes frequent mistakes and technicians are always the ones cleaning up. Sales agents sell improper services, frequently do not properly verify customers, and lie to customers (or simply do not know what it is that they are selling) •There is a major lack of consistency. One supervisor will do something one way, while another will do it another way. It's easy to get written and verbal warnings for silly reasons. •While Support.com states it hires within, there really isn't very much room to move up. Supervisors are being assigned larger and larger teams while technical leads (the next "tier" up) have to abide to policy changes that require them to work with significantly more experts at any given time. Meanwhile, both positions seem to be on a hiring freeze... There are many other frustrations I ran into while working for this company, especially within the last several months that I worked with them. The most knowledgeable and hardest-working employees have almost all left for greener pastures. Many employees have been let go, others have been written up, and several were so frustrated that even some of the best employees left immediately without even submitting a two-week notice. The stress at this position is unbearable. If you are going to work here, don't try to make a career out of it. It can be semi-decent for a temporary summer job or a position to pick up some extra cash, but beyond that it is a rotten opportunity. Proceed with caution.
