OneSupport Reviews
55% would recommend to a friend
(772 total reviews)
Anthony Herrera
67% approve of CEO
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Top Review Highlights by Sentiment
Excerpts from user reviews, not authored by Glassdoor
- "Being a Work at home agent with flexible hours is great and allows you the ability to get things done around the home." (in 26 reviews)
- "Very low pay for tech support considering we have to deal with irate customers on a daily basis and the stress we go through." (in 120 reviews)
- "The starting pay is also very low, but you can get frequent raises if you let them know you want to move up." (in 14 reviews)
Found 772 of over 794 reviews
Updated 2 Dec 2023
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- 2.09 Oct 2023Customer Service Representative (CSR)Current Employee, less than 1 yearAustin, TX
Pros
Working from home and not having to talk to people face to face.
Cons
Terrible training, management is unorganized, policies constantly updated so rules can be one thing one day and another thing the next day. Software sometimes doesn't work properly but the employee is penalized for something that they can't control. There's a bathroom queue and most days you'll be waiting on people to either take their bathroom breaks or come back from them and you could be waiting anywhere between 5 minutes or 1 hour + if people forget their queued. You're expected to know a bunch of stuff and are 'coached' if you don't. The pay is so low that it would be too expensive to add medical benefits and this job requires way too much for just 12/hr. If this job comes across your dashboard, keep looking, This job may as well be a scam.
1 - 4.02 Dec 2023Floor ManagerFormer Employee, more than 5 yearsGreensboro, NC
Pros
Remote work, cool co-workers, cool company culture
Cons
Dealing with irate customers and clients
- 5.026 Oct 2023Customer Service Representative (CSR)Former Employee, more than 3 years
Pros
Raises are given regularly. You always have an L2 agent ready to assist when needed. They only promote from within. You can work from home.
Cons
Depending on the contract you may reach a pay cap and your hours may get reduced. There was a period when one of the contracts was expected to end and some employees were sadly laid off due to lack of contract work, but this is rare. The call volume can get rough during certain points of the day.
- 3.021 Nov 2023Technical SupportFormer Employee
Pros
-By getting to occasionally switch from contract to contract it can break up the work -Training was long enough to feel well prepared for role, training team was very helpful -teamwork made the job easier, easy ability to chat with coworkers and ask questions
Cons
-Call center work is inherently customer service based, making day to day work a lot of emotional labor
- 4.030 May 2023Tech Support CSR1Former Employee, less than 1 yearSan Marcos, TX
Pros
-Trainers and team leads are very supportive, understanding, and patient. It's clear that they really want you to succeed. -Very flexible scheduling -The team leads are more willing to collaboratively work with their team members to address and accommodate needs and concerns than any other employer I have worked for -Coaching and skill development is prioritized over disciplinary actions with regard to addressing job performance concerns -Focuses on upskilling and promoting existing employees to fill higher level vacancies, providing a lot of opportunities for advancement within the company
Cons
-The company culture of client companies that OneSupport contracts out to often fall far short of the company culture of OneSupport itself -The target goals for job performance metrics are often unreasonable and/or present conflicting priorities. For instance, employees are required to maintain a certain average call handle time to remain in good standing, but the amount of time it takes to actually resolve a call is highly dependent upon the nature of the issue we are troubleshooting, the customer's level of comfort and familiarity with their devices, and the response times of escalation path approvals. -The QA team doesn't actually know the rules and requirements for the contracts that they are reviewing calls for, resulting in employees failing QA screenings due to incorrect criteria being used with such frequency that the team leads often ignore their feedback entirely -The pacing is grueling and majority of the calls are mentally and emotionally draining to the point that I frequently found myself spending most of my time between shifts mentally and emotionally recovering enough to get through the next shift
1 - 2.016 Oct 2023Customer Account AdvisorFormer EmployeeSan Marcos, TX
Pros
The work itself is very easy and simple. Management is OK
Cons
- The pay rate is horrendous in this economy; You can't make a living or pay any bills hardly with $12 semi-monthly. I only took on the job out of desperation from being unemployed quite a while. - Work gets repetitive and no real change in daily routine
3 - 1.022 Sept 2023Client Support SpecialistCurrent Employee, more than 1 year
Pros
Work From Home, Health Insurance at Affordable Rates
Cons
Inadequate Training Practices, No Transparency in Transferring to other Departments, No Chance to Move Up
3 - 5.013 Oct 2023MSO ICurrent Employee, more than 10 yearsAustin, TX
Pros
Outstanding training and upper management.
Cons
Wildly varying hours and underpaying versus competitors in the same field.
- 3.028 Sept 2023L2 AgentFormer EmployeeSan Marcos, TX
Pros
Good benefits. Nice office. Nice people.
Cons
24/7 hour work times were rough. Have to use vacation hours to be off during any time of the year.
- 5.01 Oct 2023Customer Service RepresentativeFormer Employee, more than 1 yearTexas City, TX
Pros
Working form home, and having a great teams
Cons
Luck based, sometimes you were not so lucky to get an anrgy customer
OneSupport Reviews FAQs
OneSupport has an overall rating of 3.3 out of 5, based on over 794 reviews left anonymously by employees. 55% of employees would recommend working at OneSupport to a friend and 44% have a positive outlook for the business. This rating has decreased by -1% over the last 12 months.
55% of OneSupport employees would recommend working there to a friend based on Glassdoor reviews. Employees also rated OneSupport 3.4 out of 5 for work life balance, 3.3 for culture and values and 3.1 for career opportunities.
