OneSupport Employee Reviews about "tech support"

Pros

Bonuses: Can make up to an extra $500+ a month for hitting metric goals (if working account services for an ISP contract) Management: OneSupport Team Leaders are good bosses (mine was at least) Flexible with the schedule. Paid breaks, PTO. Easy to advance if on a new contract. I became a supervisor, got a $2 raise, and was allowed to train other agents within 5-6 months.

Cons

No recourse against angry customers. Customers can scream and insult you but you just have to take it. Cannot hang up or ask them to stop. 99% of the time issues that angered customers were company caused or caused by another employee not doing their job. No break in between calls. I've been told the industry standard is 30 seconds in between calls. Calls can be back to back for an entire shift depending on day of the week. Asinine policies from clients (this is more aimed at the client (large ISP) than OneSupport) (e.g. notes have to be left on an account after the account is accessed. ISP Client implemented a policy to where OneSupport agents have to leave a set of notes on the account itself, as well as a separate form just for ISP Client. This is not always possible when there's a high call volume, and you can be reprimanded for not doing both.) The recruiting team was untruthful during the interview. I requested to be a part of the tech support team, and it took me (and others) a week to realize we were being trained for account services. Get whatever they tell you in writing. Scripting makes you sound robotic. Client specifically states that they don't want you to sound like a robot and then make you say "My goal is to ensure your satisfaction. Have I resolved the reason for your call today?" Policy can change at the drop of a hat, with no warning. (e.g. TV Provider Client dropping channels with absolutely no warning to agents. Next day angry customers calling in asking where their channels are while we fumble reading a brand new script to explain what happened.) Its a decent gig if you have thick skin. Customers can be cruel and ungrateful, but that's the service industry in general. Despite the bonuses, good rapport w/ team, and great boss, the verbal abuse (although rare) and headache coming from the client was not worth it for me.

Pros

Work from home, friendly management, dependable team, lots of communication. TNI itself as a company has lots of friendly faces that are a pleasure to work with. Lots of opportunity for raises and advancement. Lots of opportunities to finish your shift early on slow days.

Cons

software that you depend on for work is constantly glitching or broken, its not a day at TNI if something hasnt gone wrong. some of the companies you are sub contracted to work for have EXTREMELY shady dishonest and scummy business practices that are very apparent from the get go. when customers are dissatisfied with said service, you are going to be the person they yell at. you get a week or two of very dense and fast paced training, you learn everything else on the job which is very stressful. this is not the companys fault but 90% of the people who call tech support lines are computer illiterate, and very difficult to work with. TNI is unable to allow workers to remote onto the customers computers due ot their EULA, so you must walk the customer through everything step by step over the phone. most customers will not understand anything you say. this is very time consuming, and very stressful if not annoying.

Pros

The ability to work from home was wonderful, but beyond that not much.

Cons

Certain Clients like Frontier treat their customers poorly, the bi product of this is that the customers will then treat the tech support person poorly. You have to be prepared to be screamed at all day for things that are out of your control. The Customer reviews and satisfaction surveys only amplify the fact that you have to take being treated like garbage and you can't do anything about it. You will get blamed for long call times and for how many menus that the customers have to go through. The Customer Service reps will frequently misroute calls to you, and you still have to pitch the survey even if you know the other peoples mess ups will reflect poorly on you, Having a high patience helps. A lot of people that call you are just fed up with being yanked around, and you want to help them, but you can't fix everything.

Pros

Being able to work at home; one hour lunch

Cons

Obsolete ticketing system was crude, confusing, and full of bugs; constant VPN drops---even after resolving internet issues, and switching providers; VoIP calling software lacked updates, was buggy, and very sensitive to VPN issues; customer issue resolving time/ticketing window requirements were very unreasonable; system lacked access to some of the necessary tools to resolve some common customer issues; rarely received true full-time hourly work schedule; low pay rate; Tier 1 tech support agents from Consolidated's original staffing agency were generally more knowledgeable of the required work than most of this company's Level 2 agents/Team Leads; endless back-to-back calls with no grace period in between (unless you can maneuver quickly to clock-out for an upcoming break/lunch, or hurt your attendance by taking too many emergency/personal breaks in between).

Pros

It is not the company to blame, They receive 4 stars. They are looking for someone fast with people, tech knowledge and the phone. If it is you, then the job is a fit, If not then it isn't.

Cons

To blame are some of the Team Leaders and whom ever lets them get away with murder. Proof in the pudding Mr. Herrera! “Team leads are bullies. Will fire you if there is any chance you are going to make them look bad.”- left in one telenetwork review on this site by a Tech Support Representative L2 & "The Team Leaders can and will use their position against you if they do not like you."-left in one telenetwork review on this site by a One Support Level II Technician

Pros

There are several position opportunities (e.g. tech support, customer service) available for hire, many of which are work from home as I do. The company has various contracts with several companies to provide a variety of services. There are opportunities to move laterally within the company or move to a higher position. Within the year I have worked for the company, I am on my 3rd lateral position which better fits my skills, experiences, and interests.

Cons

Depending on the position and for which contract you are assigned, it can be overwhelming in terms of the number and type of customers one deals with on a daily basis. When I started, I was working with people experiencing cable and Internet issues and the call volume was non-stop. In my tech support position, the call volume is not overwhelming with customers whom are not as frustrated as those in my original position.

Pros

Work from home, some decent TL's and coworkers.....I have no more pros to offer, trying to make a 20 word minimum.

Cons

Some L2s are so horrible you do everything you can to avoid asking them for ANYTHING! They push you to up sale, however when a customer calls in and needs to use one of the services they were sold I.e. premium tech support, it takes an act of congress to get them to accept the call after they have spoken to you like you are a complete idiot. Way too much favoritism, pay is not,that great, and they push early leave way too much, thus making your check extremely short. They do not care for their employees or their customers. Not a very good place to stay employed for the long run.

Pros

Great people to work with, company seems to value hard work, flexible scheduling, extremely stable company wide with over 1000 employees in both Austin/San Marcos as well as all of the work from home employees from 7 other states. The office culture is amazing! It's an incredibly fun place that is interested in community and employee engagement. You now get benefits much sooner than you used to and the pay, while low starting out, now jumps a dollar after 30 days. Plus you get promotions.

Cons

A few bad apples among management that cause drama and create a stressful workplace. Most of the management though is really nice and will work with you with any problems (scheduling, etc). Work-life balance is pretty nonexistent but that seems to be changing. You're supposed to be a tech support rep but you're required to do some sales.

Pros

* WAH = Doesn't need to worry about driving in the snow, getting gas or babysitting * Pay Raise ( Not to hard to get ) - Just do what you have to and * I will be here 4 yrs. in Oct. 2016 & I have had 3 good raise's. * Vacation is more like (PTO) you can use it for emergencies

Cons

* Not really much in the way of holiday pay * Bit under paid for the kind of work I do as a tech support agent, even if I do work from home * Paying for benefits is really high, if you try to get insurance for your whole family. If it's just you & your spouse if you don't pick everything they have it's not bad. Over all it's just way to high, you would kiss your pay checks good bye!

Pros

Thorough training, open door policy, you get to pick your schedule. If I had not been expected to handle tech support I would still be there! I am just not a "techie" type person!

Cons

I was told I would be in customer service, but in training was told I would handle tech support as well. I wish I would have known that before I started. I wasted the time of the trainer and my time.