Pros
Work from home is pretty much the only good thing about this job and company.
Cons
I could write a book about my experience with Support.com. Seniority means nothing within this company and was told so out right. Seniority does not matter with in shift bids or promotions. This is the only company I have ever worked for that seniority meant nothing. Shift bids are a joke. You bid for a shift which was suppose to been every 6 months turned to be as little as every 2 or 3. They expect the company and the job to be your world and having to take care of a sick kid or spouse secondary. If you and your spouse work and you have to take your kid to school or whatever and you tell them this at the interview they tell you they will help work around this. But in practise they don't. It is hard to many any plans when your shift changes every few months and management does not seem to care. Many times I have heard of Tech's being fired or have to leave over this issue. Promises made but never kept, and I feel was never intended to be. Was Promised as all companies do that I would receive a raise after 90 days and once a year. Everyone got a one time twenty five cent raise even ones that had work there for years. Management worried more about Metric's then if the work is done and done right. When I left they put in a new rule 20 minutes and you had to be off the system or have a TL or Supervisor look at it. When you have a customer that can barely turn on their system and you try to walk them through booting into safe mode can take 15 minutes right there. One call a customer was stealing WiFi from her neighbor and had trouble connecting because of malware and one of the options was to reset the router which took 20 minutes before she admitted to stealing her WiFi If you are not a Supervisors pet you will not go any place. They ask for suggestions to improve work flow or services and they ignore them all, or if they do take one into consideration they don't give credit. Any suggestions made to improve the company falls on deaf ears. Promotions within is not really a reality. Upper management does not care about those under them. It is disheartening when you do your work and another tech plays the numbers i.e. Woops I disconnected the customer. Then the next Tech aka me would get that now even more ticked off customer and take the time to work on the system and do it right and get it fixed the first time. Management does not care that some Tech's play the system instead of doing their job and doing it right the first time. So many times I have had to clean viruses off systems that another Tech had claimed was done, and I am not talking about a week or a few days later I am talking about with in a few hours. Many times would get a system that a customer would say something would not work i.e. printer, and I would go in and find that it is in selective startup and I would take it out and the viruses the last Tech claimed to had fixed is back. Training is a joke. If you have to escalate a ticket it takes a long time to pass it off. Management rules are inconsistent. You will have one supervisor tell you something is ok and another one tell you NO its not. It is almost like the left hand does not know what the right one is doing. Rules will change without notice. As well supervisors will write you up for this. When Techs chat with each other about things other than work i.e. hows your kid heard she was sick? Management will threaten to write people up. They would then say "A general chat room is made for this" and when you do then you get yelled at in there.
