Support.com- Great Phone Job with Benefits

Updated on: by Amy Kennedy
home page of support.com
 

What is Support.com?
Support.com is a remote tech assistance service offered for a variety of clients. They offer support for computer programs such as anti-virus software and other general computer related assistance. They also offer sales support for a variety of retailers. Support.com only hires home based agents within the United States and Canada.

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What Are the Job Duties?
Support.com agents receive inbound sales calls and respond to customer inquiries. It seems while Support.com has a script to follow, they do expect you to go above and beyond the robotic script to assist customers fully. This would require you to have full knowledge of each product. It seems there is a lot of communication between agents and supervisors in order to provide the best service possible. There are mandatory team meetings that help with staying up to date and keeping communication alive. While this is a very positive attribute, it does mean this job requires complete dedication. It won’t be like some other call centers where you simply log in, do your job and never worry about participating in the growth of the company.


What Are the Qualifications?

Support.com looks for people with experience in sales, at least a High School Diploma or GED and has a great attendance record. Additionally They would like their agents to be flexible with the shifts they can work. This job would probably suit someone who has a lot of flexibility within their days and are not committed to several outside obligations.
From what I can tell there is no major need to be technically savvy but of course is preferred. They do ask for basic understanding of Microsoft Word and Excel and I believe the rest will fall into place with training.
Do I Need a Land-line Phone or Headset?
No, the calls are sent through your PC, no phone required! And no need to buy a headset as Support.com will send you one! All you need is an updated computer with high-speed internet.

How Flexible is the Schedule?
They are open 24/7 but the job is a FULL TIME position. They have set shifts and schedules. This is not as flexible as many work at home jobs and seems to be a set 40 hours a week. They do ask for your schedule preference and try to accommodate you the best they can. This is great for those looking for a steady work at home job!

What is the Pay Like at Support.com?
Support.com pays their agents an hourly rate of $9 and also offers a commission program! It has been reported that the top 30% of agents last year were making an extra $500-$700 a month in commissions. The pay is biweekly.

What Benefits are Offered?
Every work at home job has their obvious perks, no commute, no boss breathing down your neck and so forth. But what makes Support.com stand out from many other work-at-home companies is their benefits package! Not only is their a great commission plan but they offer medical benefits and a 401k plan!

What Do Others Say About Support.com?
There is a lengthy post at WorkPlakeLikeHome.com but you must register if you are not already a member in order to read it. But there are experienced and new agents there discussing the process of hiring and their personal opinions on Support.com.

What are the Pros and Cons?

Pros:

  1. Remote Work: One of the main advantages is the ability to work from home or anywhere with a reliable internet connection. This can provide greater flexibility, help save on commuting costs, and can be ideal for individuals seeking work-life balance.

  2. Training: Support.com has been reported to offer training for their agents. This can be a great opportunity to develop technical skills and knowledge.

  3. Broadening Skills: The role can expose you to a variety of technical problems, helping to improve your problem-solving skills and broaden your understanding of technical support.

Cons:

  1. Workload: Some employees report high stress due to demanding workloads and pressure to meet metrics.

  2. Customer Interaction: Working in customer support can sometimes involve dealing with frustrated or upset customers, which can be challenging.

  3. Scheduling: Depending on the company’s needs and the specifics of your role, you may need to work outside typical office hours, including nights, weekends, or holidays.

  4. Limited Face-to-Face Interaction: Since the job is remote, opportunities for in-person collaboration or socialization with colleagues may be limited.

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How Do I Learn More and Apply?
Visit Support.com’s career page to see the details and how to apply.

If you have personal experience with Support.com please rate them below:

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Comments

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Bailey

April 19, 2011 at 1:36 pm

Sounds like it has potential, especially for those who have experience with this type of work, but want to WAH.

Brenda Marie

April 19, 2011 at 2:24 pm

It sounds like this may be a great job for someone – definitely not me though LOL I'm computer illiterate. Thankfully I enjoy the work I already do ๐Ÿ™‚

Katie Jones

April 19, 2011 at 7:25 pm

Sounds like a great opportunity. I'm jumping in! Because well … I still don't like my current job lol but we've talked about that!

Anonymous

April 20, 2011 at 2:59 am

Thanks for the post! Do you know if they will allow you to use an Imac for a work-at-home sales job?…Also, just came from their website and it was weird. I asked if I could use an apple computer via chat and the person with whom I was chatting w/took a long, long, time to respond. And used the wrong tense: "I am trying to found" instead of "trying to find"..finally, I thanked them kindly and told them that it is OK I will try to find the answer to my question through another means.

Katie Jones

April 20, 2011 at 11:13 am

I got a phone call! AhhhH!!!!

Chrystal Mahan

April 20, 2011 at 1:55 pm

I think its great that their are customer service lines that go through the PC and don't require the person to get an extra phone line. That was an added expense I was not happy about when I first started working at home years ago.

Katie Jones

April 26, 2011 at 7:49 pm

I have landed the job and am now just waiting for my background check to clear, which I know will!
Sites like these are a godsend because they provide such wonderful advice and opportunities to ordinary people like myself!

Shawn

January 19, 2012 at 8:47 pm

How is the support.com WAH position working out? I am reading horrifying reviews on some other sites. Number of bosses, lack of pay increases, disorganization seem to be the biggest complaints. I just don’t understand how it works out if you get paid $1600 a month and almost $500 comes out for health insurance, that’s like 250 a week.

Current Employee

April 19, 2012 at 1:53 pm

I currently work for SDC. I’m a tech so I can’t speak for the sales side of things. I know they recently brought on a huge SE Asia sales force, but I’m not sure how that affects the North American sales. I do know that the new SE Asia hires are making our jobs a lot easier as they’re very willing to lie to customers to sell them a service and if it’s the wrong service the techs are responsible for upselling. Imagine buying a service, getting to the tech and being told you have to pay even more. It really hurts our credibility.

We are full time, set schedule, and are required to work overtime if they want us too. Most of the supervisors are nice, but our policies change dramatically from day to day. One day we’re told we have to do A and the next we’re told if we do A then we’ll get a coaching because it’s now not allowed. On calls: One day we can say or do B, but the next we can’t. And if a QA gets a call from before the policy change, you can still get dinged for doing B.

There are no raises, but they do have shift differential. I’m not sure about sales. If you have two jobs, then SDC should be your night time job, as working in the day time can mean mandatory overtime and you only find out during your shift. That could cause you to miss your other job. They do pay the OT rate when you stay over and if the last few hours of your week are during a shift differential period, they pay the time and a half based on that instead of the base (it’s actually required by law, but they’re not shady like some WAH jobs that try to get away with not doing that).

Customers are very rude because they don’t think they should have to pay for support. If they start cussing at you though you’re allowed to warn them to stop and then disconnect the call. Most customers are very angry, so that adds to the stress and pressure.

Just some things to consider if you apply.

Miranda Grimm

April 19, 2012 at 11:34 pm

Thank you so much! This is the exact type of experience we all love to read. Best to know what to expect before spending time applying! Thanks again!

Gary McCarthy

September 30, 2013 at 8:04 pm

I have a phone interview tomorrow.
Doing some looking to see how the company is rated.
Thanks for the post.
Heaven forbid everyone who calls would be in a good mood when they call.
The old saying: When yelling starts, communication applies to all situations.
Hard to help someone who is interested in yelling more than help.

Don

August 14, 2013 at 2:19 pm

I’ve got lot of PC experience and hard as hell to get them to call me. I’ve applied, applied, applied lol

Heather

July 24, 2014 at 11:46 pm

I have been applying for three years, with a perfect score on the quiz and strong background and education. I asked if they don’t hire women and they said they don’t hire from the state of Alabama, yet I cannot find a list of states, I’ve read anywhere in the US, and on top of that I don’t live in Alabama! What’s going on? What states? Where? I looked it up and they advertise positions in Alabama. I wrote to [email protected] and Matthew Stamper Recruiter wrote me, only to say they don’t hire within Alabama.

Patti Hale

April 25, 2013 at 11:49 pm

Hi, Miranda! I found this looking for a IT job with benefits for Dion at http://homepreneurs.net/. He’s been diagnosed with MS and needs a work from home job with benefits. He almost has his master’s in IT so he’s very skilled. Obviously this job is not going to be a good fit for him but was hoping you would keep him in mind while doing job searches and let him or me know if you find anything that might help him.
Thanks!

Miranda Grimm

April 26, 2013 at 12:33 am

absolutely Patti!

apwahm

September 16, 2013 at 10:14 pm

Don if you like computers and you want to work from home I can tell you about the company I work for its ameriplan I am not very smart on computers actually I don’t even have one I work about 2 hours a day on a computer at the library and then I work the rest of my business from my smartphone fast and simpleand who would have thought that you would get paid to play on your phone all day lol

Angel

September 17, 2013 at 2:15 pm

This sounds like a great opportunity!

Larry

December 10, 2013 at 2:12 am

Pros โ€“ The ABSOLUTE best reason to work as SDC is the ability to work from home; This allows control of your environment and prevents issues with co-workers. It obviates lots of travel-related expenses (gas / transportation charges, vehicle expenses,) which is helpful.

Another good reason is that when you fix these (mostly simple) issues from your customers, they feel wonderful and are usually very grateful about what’s been done. Although it can be arduous to deal with, these are, at the end of the day, simple people who are grateful for your assistance and appreciate your efforts even if you can’t fix it. After pay, there’s no greater gratification than appreciation.

Most of your co-workers here are just like you are; A little geeky and introverted, a lot of similar interests are shared and they will almost always have your back whether its in a discussion or when asking about policy. It’s a shame that so few of them are or ever will be in a position of power.
Cons โ€“ The worst downside to working at SDC is the absolute lack of responsibility management feels towards its employees. Concerns and complaints are met with deaf ears, unless they choose to tell you simply to suck it up and work. Policies are changed surreptitiously behind the scenes when they counter management’s edicts (such as when they subtly changed the online employee manual after the manual was shown to prevent mandatory overtime) without any acknowledgement that they have done so. Promises made to the employees upon hiring, throughout their career, such as raises when the company is profitable (denied raises, differential was cut, CEO pleaded poverty then immediately cashed out over a million in stock options, while getting quarterly bonuses for simply doing his job,) or never outsourcing work (most of our work is now outsourced, and despite being promised multiple times that break-fix work will not be outsourced, it is now currently being outsourced supposedly because of our clients’ wishes,) and always putting service first (we were always told our primary goal is to resolve the CX’s issues and now we are shackled by timers,) these were all broken, and, with the previously stated tendency to edit policies in an Orwellian manner (behind the scenes edits with no disclosure that things have changed coupled with outright denial that things have been changed when directly asked) makes the management at best seem untrustworthy and at worst like it is specifically trying to cause chaos and havoc amongst the employees (such as when Voluntary Time Off (VTO) is available and it gets thrown out first-come, first-served now, causing hard feelings between people, while it used to be doled out via the Supervisors, who could then decide amongst their teams who should / could get.)

Part and parcel of the lack of responsibility is the lack of uniform policy to deal with X or Y. We are taken to task for not knowing that policy has changed or been updated (almost always without notice or information.) Alerts often come days or weeks after changes have been discovered and disseminated to us through our work chat rooms. If a change requires us to do something, we are rarely given more than two days notice to accomplish tasks, despite possibly being unavailable and/or on time off.

Be expected to take on more and more responsibility and learn new things without any recompense. You will be told how valuable you are to the company while they increase your workload and do not provide even the most basic cost-of-living raise to your pay. Despite the fact that they are using YOUR utilities, YOUR internet, YOUR equiment, YOUR furniture and facilities, they will continue to take from you and expect more of you while giving nothing more than the basic compensation they started you at.

Training at this company is barely worth noting. Initial training is paid, which is nice, and is fairly easy-going and informative, but does not reflect actual work environment. Subsequent training involves watching a video or, on the rare occasion a trainer can be spared, listening to the trainer talk about his rig and/or pop culture and/or relative connection speeds with little to no time spent on actual fact or necessary information, other than what we are already assigned to read / watch on our own.

This also includes that many are expected to fix systems and devices they have little-to-no training or experience with (Apple, mobile devices) or that are not yet considered suitable for use with work (Windows 8 OS.) How are we supporting things that we are encouraged not to use or cannot use? Things that we don’t even have virtual demos for? It’s strongly implied, however that you should seek these virtual boxes on your own and assume all personal risk and responsibility therein.

Metrics are based on easily-gamed numbers and denial of service. One of the pros of a job like this is to fix what’s broken, whether out of loyalty to a customer or the desire to overcome an obstacle. I understand there needs to be limits regarding this. However, now it is strongly encouraged to ignore obvious problems that are unrelated to the customer’s original problem (e.g. you see the CX is woefully out of date on several commonly-used programs, but that has nothing to do with the adware that’s slowing their system down, so just ignore the possible security risks and conflicts.) Also, we are strongly advised to not service or even speak with customers and build rapport, so we can eliminate more time. Finally, metrics goalposts, which are part of their new pay scheme, are constantly shifting upwards.

Me

January 1, 2014 at 2:33 am

This company is horrible. You should be ashamed that this is so high on google and represent a current and factual review. You obviously know how this works and keeping this up and not representing facts of other more credible sites is wrong. You have an obligation to the people when being #4 on google for “support.com reviews”.

Miranda Grimm

January 1, 2014 at 11:27 am

Please understand that this review was written over 3 years ago. My understanding of the position has changed quite a bit since 2011 – but your comment does make me think it may be time to revist Support.com and do a follow-up review. Do you have personal experience with Support.com you would like to share?

Matt

February 22, 2014 at 10:21 am

Well let’s start with they just demoted most of the workforce to the tune of a 24% reduction in pay. Stay away from Support.com. I started here in 2011 and used to like my job no I hate it and can’t wait until I find something new. Shame on support.com for only caring about their profits and nothing else. This place is a waste of time unless you live at home with your parents and don’t need real world money to pay real world bills. Everything in the earlier comments is also true, but was posted before they did mass layoffs at beginning of the year. Again stay away from this place!!

Scott

February 22, 2014 at 11:18 am

Yup they are now outsourcing to Manila because their tenants wanted cheaper labor. About 75% of the North American Techs were demoted and took a massive pay cut. They of course did this with 1 days notice by E-mail for a meeting then informed everyone on a conference call.

I’ve been with the company since 2008 and it has greatly changed no pay raises mostly pay cuts and higher cost insurance. At this point you would make more working in Fast Food then at Support.Com and probably have better management.

Scott

March 19, 2014 at 12:48 pm

You do not want to work for these people or this company…. For starters, Management can not be trusted to tell you the truth in any given situation… They have lied to their work force for years about almost everything they were involved in… The company has over seas ‘command” personnel watching over American workers and they constantly harass workers about 30 seconds late back from breaks and such… All of this is of course is with the aim of improving the company profitability.. This company will never turn a profit because every time they have a good quarter the CEO or the CFO or someone else at the top cashes in a couple of million in options and sucks out all of the profit… Then the work force hears how they need to cut this time and change that to improve profit more… A total waste of four years of my life… They are only hiring American personnel to ramp up for support for a major cable TV provider… Once they have all the bugs worked out on that program… They will send that to India or the Philippines also…

Candi

June 3, 2014 at 5:06 pm

I’ve completed the interview process with this company, and received a callback today informing me that they would like to move forward with my hiring process, but I need to upgrade my upload speeds first. To do this I discovered that I need to purchase an upgraded modem as well. I have no problem with this, I knew going in that my current speeds wouldn’t pass, but decided to check on the credibility of the company before moving forward myself, shelling out money that might not be necessary.

I’ve read all of the comments above, and noticed they are all dated on or before May 19, 2014. That day happened to be the day that Support.com announced a new president and CEO, Elizabeth Cholawsky. I’m curious if the recent negative thoughts towards the job have changed since she has been in charge?

I would love to accept this job offer, but am apprehensive of work-from-home positions. Does anyone have some fresh thoughts on this?

De

June 12, 2014 at 2:19 am

Do they allow you to use a Mac Laptop ?

Scott

July 9, 2014 at 11:01 pm

Everything you need to know can be found on glassdoor.com doing a simple google search for support.com glassdoor will tell you that you do not want to work for them.

Marcus B.

October 4, 2014 at 7:26 pm

Had a phone interview on Sat (10/4) about how long does HR take to complete background check? I needed to start yesterday, sense my urgency?!