Support.com reviews

The pay is very low for tech support Never any raises. They try to play this off with "pay for performance" but even if you get the monthly payout, it does not even come close to making up for the pay. Pay is 13 dollars an hour. Because this is a "bonus" you cannot count on this as income. There are too many variables that can/do change your chances. Some departments have pay for performance, and some do not. I'm in a department that does not have pay for performance, so guess what? My pay is always the same. I see their responses to others about pay for performance and it's a bit misleading. Most of their responses are purposely misleading. Here's the truth: Hourly wage - depends on your role, but for tech support (remote into cust machines and fix issues - is 13 dollars an hour. Period. I've seen others posting 15, that is not true. Pay for performance - yes, everyone in that department has the "opportunity" to get this bonus. However, only the top "performers" actually get the bonus. And I don't mean the top 50% ... it's the top 10% only. So in a department with 200 agents, 20 agents will get the bonus (which does not arrive until 3 months later). Also, the metrics are measured as averages of those top 10%, not of the group as a whole. The metrics that impact this bonus: *AHT - average handle time. This means hurry up and get people off the phone. Fix only what the cust is calling about and nothing more. If you see something else wrong, do not mention it and do not fix it. *VOC - voice of the customer. If one customer complains about the client you represent (not a complaint about you as an agent) - this score will drop you out of the top 10%. Even if all other results customers are saying you're wonderful and they will keep the service because because you did such a great job. *Schedule Adherence - You would think this would be a slam dunk ... wrong. You have to show up on time of course, but if you are unable to take your breaks exactly on time (on a call etc) your score will drop you right out of the running. Also, training and meetings drop this score as well if not placed in your schedule. *QA - quality assurance - There are certain things you must say/do on every call. Miss one of those ... and out of the running. Don't get me wrong, I don't disapprove of how the metrics are sliced and how the pay out is distributed. I do think they need to throw out some metrics on an individual basis - EX: customer is very unhappy with x-company that you represent and gives 0 for everything. Why is this counted against the agent? However, this should be in addition to paying the employees better, not in place of better pay. Also, I see the responses from the company repeatedly indicating that 90+% of promotions come from within. That's all well and good ... in theory, but the truth is, this is a work from home environment. Most "real" jobs are in Sunnyvale CA, not remote. Sups/managers are generally hired from within, but those opportunities are few and far between. The truth is, there is very very little opportunity for remote workers to advance in the company. No pay raises ever, very little advancement opportunity. For most people, this is a dead end job. A decent place to start or end the working part of your life, and if you want to babysit people (sup/manger) there might be advancement opps for you. But that's about it. Oh, one last thing, medical insurance isn't terrible, but it's very expensive compared to the pay. 78 dollars every 2 weeks and I still have a 6500 dollar a year deductible. That's just for me, if I want to ensure my spouse or kids .... it would cost more than half of my pay.