Support.com reviews

3.0

42% would recommend to a friend

(163 total reviews)
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Lance Rosenzweig

54% approve of CEO

30% positive business outlook

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163 reviews

Reviews about "Culture"

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1.0
Aug 2, 2017
Recommend
CEO approval
Business Outlook

Pros

No commute, the front-line victims.

Cons

If you simply need a job to make a few quick bucks, get into the training, and then resign. (Its about 4-6 weeks). Believe me, after eight years of dedicated service, hard-work (50-60 hours per week at times), and empty promises, this is a dead end job, no matter the position. SDC has been through many management changes (up to and including at the C-Level) and it seems only to get worse. Their business model (churn and burn) is an absolute, abject failure. From massive layoffs, to a continuous stream of empty promises, outright lies, and utterly unqualified down-chain management, any position here is soul-crushing and demeaning, eventually. SDC comes across with all kinds of great sounding things at the beginning, all kinds of talk about their culture (dog-eat-dog), etc., do not believe a word of it. Do not be a victim of this organization. One will never get a raise, never. And eventually they will tell you that and try to use some bonus scheme that is a farce. In fact, over the years they have re-tooled their bonus program and every one is a fail, and very few earn it, and its a drop in the bucket. This organization will wear one out and suck one dry then throw one out the backdoor. They absolutely have no care for their employees, despite all their glorious claims. Why did I stay you ask? Faith and believing the lies. I continued to try to believe that if I worked hard, and carried the company line (the lies) , compromising my personal ethics, that it would "pay off". Again, do not be fooled - not for any job they have open. I've seen them dump people at all levels for no apparent reason. Also, the economics just will not work - the margins are so razor thin, they cannot give one a raise. Jobs being shipped off-shore in attempts to compensate for this have become more and more frequent and necessary. I watched the stock plummet from a high of roughly $7.00 and change (several years ago..2010, approx - you can research), to essentially a penny stock. They had a hostile takeover recently and maneuvered to get the stock off the penny-stock board and I believe its back up a tad presently. It will never be back to that highest mark, and Id take that to the bank. They paid me in stock options for bonuses at one time, and with the plummeting value, well... bust. Honestly, I cannot believe this org remains alive. And don't even let me get started on their "HR" Department. Laughable, to say the least. They will change policy on a dime to fit their agenda at a given moment and employee treatment is worse-case disparate. They have also been subject to any number of labor disputes, lawsuits, and other legal and regulatory adverse actions. (They are on the cusp of another, actually! Hint!) Finally, as to the positive comments here, there are one of two possibilities: 1. (most likely in most cases) they have been written by HR folks, or internal management - I've seen it done and know its done. Not surprising. Its part of the true culture there; 2. Some poor unaware desperate individual (usually inexperienced and young, or blinded by the work-from-home aspect) nodding and carrying the water as it were, in classic, nodding, bovine agreement, will sing their praises until they learn the truth otherwise. Of course newly employed people will typically look for the positive, and discount the negative ("all jobs have their downsides") in hopes of a real future. Again, do not be fooled; do not be deceived. Finally, supervisors, and mid-level managers, etc., are simply drones who have sold their soul and ethics to keep a low-paying job, and have so much on their plates it is impossible to do their job or to be of any assistance to anyone, beyond regurgitating some policy, practice, or expectation. The metrics: after all this time, they still haven't figured it out and I am convinced they never will. Your metrics will be used to hammer you over the head, in simple summary. If you have any respect for yourself, or any real career ambitions, or are any kind of professional worth your salt, don't do it. Just don't do it, no matter the temptation and promises. You will absolutely rue the day you engaged with SDC and their inept management. Go anywhere else, at any cost. Best of luck in your job searches, and I hope that I have been of assistance in helping you eliminate at least one you absolutely want to avoid. Cheers!

2.0
Jun 25, 2017
Recommend
CEO approval
Business Outlook

Pros

Setup, structure of day to day procedures and operations., 5-6 week paid new hire training, Ongoing training as systems change or are improved, Constant support during work shifts and off shift also. Chances to earn performance based bonus, and advancement opportunities. Have some very talented Team Leaders and an excellent culture of Teamwork

Cons

Hourly pay is WAY TOO LOW for position type and expectations. Tech is given very little time during each call to give the Customer the expected "world class tech support experience", where they feel valued. Way too many VERY unhappy customers, due to demoralizing, rushed, support tactics, which have customers reaching out to the FCC due to constant frustration and dissatisfaction with unresolved service and technical issues. Techs finding it near impossible to give the customer a charged and personal experience on the phone, due to the amount of scripted info that has to be crammed into a very short call time window.

1.0
Apr 30, 2017
Recommend
CEO approval
Business Outlook

Pros

work from home and work from home

Cons

Been here almost 3 years and its gone SEVERELY downhill. First of all, no one up above you cares about employees, customers, tools that malfunction literally every day - list goes on. They don't care about anything at all. This is a "do your job to the best of your ability with constantly breaking tools and leave" kind of place. No praise ever even if your ranked #1 and do a fantastic job No communication to whats going on in company by the up aboves. ABSOLUTELY No opportunity for advancement. ABSOLUTELY No raises, ever. Pay very low - make sure you can live on 24k a year Customers become belligerent and are constantly rude/mean Customers are EXTREMELY dumb specially in 757 area code for some reason, they don't understand anything you say or have them do and it's EXTREMELY frustrating. I would say 75% of customers are like this. This is definitely the most frustrating part of the job, next to tools constantly failing A lot of employees are highly inexperienced, and other experienced techs have to constantly fix what they can't Health care deductible went from 500$ to 2500$ in 2017 and it's 150$ a month. So it's like you don't even have healthcare unless an emergency happens. And if an emergency DOES happen, you are out 2500$ which no one here can afford. So if you want to go to the doctor at all for basic checkups or anything, you have to pay every bit of it. Schedules are switched every quarter, if you don't have a great rank then you get the night shift. (thank god I do) One supervisor (other employees you know who I'm talking about) constantly nitpicks about every little thing you do even if you are top ranked. You are switched to a different supervisor every quarter. You will constantly receive "tier dumps" and these are basically other departments dumping calls on us that they don't want to deal with, usually belligerent customers that should have not been transferred to us in the first place. There is tons of other stuff I can list, but those are the main ones.

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