Support.com reviews about "training"

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.

The internal tools aren't that great. Knowledge base needs some work. The supervisors are overworked. Lots of mandatory overtime without much notice. Little room for upward mobility. Employees are underpaid.

Both system crashes and training inconsistencies were a regular occurrence unfortunately. An HR department employee also blatantly lied to me at the end of my role's notice about my employment status & the particulars that went along with it too; Also on that note, another previous reviewer was specifically correct & others were generally correct in the regard that god forbid if you end up getting sick during the pandemic for any reason at all (especially hospitalization) they will toss you out in the trash & burn you alive practically with absolutely no regard to ethical practices. Pay is also generally very bad (low) but for me this was nothing really more than a pay bills job at the end of the day anyway nonetheless. Overall, this is officially the worst role that I've ever worked in & that's pretty impressively bad.

As with any customer support role customer abuse.

training was okay, but they do not prepare you for everything, and actually you kinda just get thrown out there not realizing that its so convoluted when you need an answer on how to do your job. it sucked. your job relies on a sales qouta, even though you are tech support for very angry customers who think you have to fix their (i helped comcast customers, but you could be doing the other company, cox) non-related emails, which you arent even able to do becuase its not your job/company! ffs, get microsoft to help with microsoft issues! (when i left in january, the company was kinda low-key crashing becuase they were asking for so many sales)

Where do I start? There are people that have been with this company for 5, 6, 7 or even 10 years without a pay increase. If you ask about pay increase, they will point to "Pay for Performance." As if this offsets inflation year to year or accurately depicts the pay in this line of business. If you press them on this they will fire you, and say it was for "insubordination." The amount of responsibility creep with this company is out of control. They will constantly dump more responsibility and work on your back with no pay increase. If you raise this question, they will fire you, again for insubordination. Strong arm tactics are the norm, if you haven't realized that yet. Gaslighting is a common tactic used. They consistently, and routinely tell you that "abuse from the clients is part of the job." The training is horribly inaccurate from what your actual job will be. Years later, I was still attempting to teach myself the programs, as the actual training is next to nonexistent, or useless nonsense. Sales is required, but no commission or pay raise. The tools and systems you work with are barely functional at best, some kind of tool issue is almost a daily occurrence. They also LOVE, absolutely LOVE to abuse mandatory overtime. I was probably scheduled mandatory "extra hours" at least 70% of last year. Month after month of required overtime. Management is completely delusional, even they admit they haven't had pay raises in years. All of these cons point to a company rife with poor business, and employer/employee relationship practices.

-Low wages for Tech industry -Terrible Benefits (Health Care Professional's words, not mine) -Had to purchase my own 3rd party dental plan -Schedules are very inconsistent -Leadership knowledge and direction very inconsistent -Despite claims of hiring from within there have been multiple job posting for advancement on LinkedIn and elsewhere that are only available to the outside job market. Many broken promises about the advancement timelines and opportunities. -Contracts with large ISPs to take their calls with little communication from them about systems, outage, changes, promotions, etc. Essentially in the dark, but told to provide world class customer service. These two do not align. -Overlooks and brushes off reports of calls being dumped or purposefully transferred into the queue that do not belong there, but reprimands for high transfer rate. Afraid to stand up to the large ISP. Tracker entries for this make no difference. -Broken Systems and being a test subject for new systems in a live environment with obviously very little development. Bugs not fixed for 6-9 months. -Implementing a change of policy or procedure and then providing documentation and information well after the fact. -Training is barely foundational. Some trainers and mentors are very condescending and flat out rude. Learn as you go after being thrown to the phones with customers expecting an "expert". I trained, mentored, and was a trainee. I know this all too well. Results in high turnover and the cycle continues. -Less pay for equal work. New hires get more pay. At present $1.00 more. (05/2020). It speaks volumes to level of disrespect and lack of appreciation to tenured employees who keep the company moving forward. When asked about this there is no information available like specifics or timeline. As a result many have left and continue to leave. (06/2020) Did an about face and gave up the buck after so many left. -Supervisors push escalation policy hard, but most employees refuse or brush off escalations with little recourse. Resulting in a odd relationship between PSTs and PTEs. -Metrics all over the map with little chance for Pay for Performance as stated by many current and former employees here on Glassdoor. I personally know that the top performers have to cut corners to get it. -HR consistently providing half truths and inaccurate information on Glassdoor that is in direct contradiction to Wiki, Handbook, and "Spirit" pages. I have reported this to Glassdoor in an extensive email and hopefully some of those responses will be remove permanently. -Very toxic company culture. Employees at most levels are treated like high school students instead of adults. They will blame you for everything including breaches that you had nothing to do with. -Very inhumane and callous attendance policy change that was implemented at the beginning of the COVID-19 pandemic.

Training is terrible, you don't learn what you spend most of time doing