Support.com reviews

No raises - literally every time that was brought up to management in my presence, the person posing the question was laughed at heartily and told if you want a raise, get another job (inside or outside) the company. There *are* "pay for performance" incentives but the way they are calculated, while proprietary and closely guarded with respect to specifics, is always being adjusted without warning or explanation (I won't go into how I know this, but anyone paying attention to their daily stats will notice wild fluctuations in rank that simply don't make sense unless the algorithms computing rank are being toyed around with). Handle time is by far the most influential of the stats that determine who is ranked highest, incentivizing getting rid of a customer ASAP versus providing them with the best, most complete fix within one's ability. Booo! QA is virtually meaningless as of 9 months ago or so. I resigned myself to only ever scoring a max of 50/100 (used to ace them almost always, never was given decent guidance on this once rules changed, and neither were any coworkers with whom I spoke on the topic; didn't matter much, since they made it weigh so much less in the overall computation anyway, I could still score straight 50% on QA for a month and hit bonus-able rank anyhow). How did I do this? Well, it's easy. They reworked what tools were available to us (read: we went from "somewhat technical" (in an entry-level-configure-your-router-using-its-gui-config-tool) simple, but relatively powerful and direct way of being able to diagnose and resolve issues to the dumbed-down kiddie read-from-a-script-and-let-it-guess-what-is-wrong way of being able to...well, do very, very little except burn the customer's time and break the news that they will need a service call which "might" cost $60. Gone are the days that an RST can fix things as an SDC employee. Now, they are simply generating largely unneccessary 60 dollar technician fees for the provider rhyming with ROMblast. Did I mention that the max amount we can refund for improperly charged technician fees - yes, legitimately improper, as in, it was an issue on the ISP's infrastructure, not the customer's fault but they got a $60 hit anyway - is $20? So your hands are tied, you have to recommend the service call, their hands are tied if they want the service they're already paying for, so they go "alright I GUESS", they call back once issue is determined to be one they did NOT cause in order to contest this $60 fee they don't really owe, and you can apologize and refund ONE THIRD of the money and not a penny more? I'm sorry, that's outright theft. SDC knowingly participates in this. If you try to assist the customer by being honest, have another job lined up, because they will simply change your passwords and send an email to the last email address they have on file that's a non-work address. don't expect a conversation with your boss. Mine acted like it was all rosy straight through my termination, never gave me a verbal or written warning, nothing, nada, zilch. I literally received a pay-for-performance bonus payout on the check that was direct deposited into my account the same week of my termination. I wasn't even ever given a reason for said termination, just sent a PDF "termination" packet. It's getting worse and worse over there too, almost everyone with any technical knowhow has jumped ship, and they're losing the few supervisors they did have that displayed any level of competence or had any people skills or personality whatsoever just as quickly. Did I mention that they have absolutely zero redundancy built into their pathetic network? OOOHH yeah buddy - when an SDC tool tanks, you can bet they all tank at once. All eggs in one basket - a shoddily crafted, rickety, pathetic basket. The sooner this company tanks entirely, the better, no one at the helm deserves to do anything but sink with this ship. Not a one.