Support.com Solution Engineer reviews

CEO promised raises after SDC became profitable, then SDC achieved profitability and he said no raises, they need to remain "competitive." Dumped into production with zero call experience or training. Trainers claimed 64-bit operating systems can't get rootkits. Horrendous PCI compliance violations. Forced to upsell hardware warranties to Comcast customers. Outsourced Sutherland sales reps dishonestly misled NortonLive customers. Limited promotion options. Appallingly rude customers. Poor schedule options. Policies inconsistent, varied from supervisor to supervisor. 100 sales reps and 150 SE's fired without warning. Inconsistent, arbitrary QA assessments. Unreasonable employee hardware requirements mandated by out-of-touch call center management.

Horrible company to work for. Communication with HR is non-existent unless you use the generic HR email which they have to answer one way or another, eventually. The call audits are done by a off-shore team where english is not the primary language which results in inaccurate audits. The company hired cheaper offshore staff to do YOUR job who 99% of the time, mess it up which results in you cleaning up after the mess they have created during a service, they are not even allowed to call customers due to them being overseas. There is not enough policies being enforced by supervisors or higher ups where you receive a service that was re-queued by another tech and that tech messed up the entire service. I file feedback on tickets on a daily basis, i should have a raise by now for filing so much feedback on techs who are not following company policy. The Personal Technology Expert's do so much and don't get paid enough. There is a "Flex-Team" where you are cross trained to work comcast and other departments. You will be asked to fill in for comcast department every couple months on short notice because you are "valued" but are getting the short end of the stick and no raise. I was not part of the recent flex agents who received a "you are going back to comcast permanently or you are fired" "promotion", that is something huge to digest. HR has yelled at employees in the past during conference calls. Being that it is tech support, you still get crazy customers or angry customers in all departments. All the store associates in the Retail chains that we service 99% of the time do what they want when they submit a service to us. Most of the store associates in the retail chains have no idea what they are doing, the stores do not train properly or just do not train at all. You will get cashiers connecting services improperly, ie; submitting multiple sku's to one service or supplying incorrect credentials or customer information. It is a DAILY nightmare. When you attempt to contact the stores, they send their tech agents home as early as Noon! I am sure there is plenty more to add but im just too tired to think of anything else. I am sure the more of the agents who been employed for longer than 3 years will add to this.