entry level tech support

customer service representative

technical support representative

operations manager

medical scheduler

OneSupport

  Excellent company with a promote within culture but due to the nature of our specific contract work (frontier communications) it made the job itself far more stressful than needed to be for me personally. 

  Now, most of my review will focus on frontier because one support itself provides a great friendly culture with a vast majority of achievers, people who keep their word, and that have their heart in the right place and are very hard workers first and foremost.

  I think a lot of the time the L2s outside of your group tried their best to answer in a timely manner and at its worst I spent anywhere from 5 mins to 14 to extreme times of 20 25mins + waiting on a response which is just unacceptable when you have some spending their time calling and waiting for you to get an answer; obviously average handle time is a factor so you end up looking bad after you did what you were told to do.
  
Most of the time you were told to ask questions in your team and that worked very well in my experience and I was lucky enough to land in a great group. 

So take that as you will. 

There was just one person in particular who would I felt never read my questions thoroughly or notes I sent so toward the end I just avoided sending them anything unless required by my job and kept it cordial and polite since they had never been rude just unaware. Everyone else in my team was stellar and did their very best (1.5s, L2s,Team Lead all included)

 ***L2s of any type were doing this while actively helping a live caller and multiple other people which is a horrible expectation of someone who is supposed to carefully read several questions across text and answer multiple people all in a timely manner at the same time with solid reliable info***

 Its a proven fact people cant multitask efficiently and that it is impossible to do two tasks or more better or equivalent to one focused task.

TL DR : The hubs for the spokes to get info from were way overworked.

 On top of that most of the varied people you would talk to even from the same departments that worked directly frontier or for other contractors would have completely conflicting information that made it very difficult to make frontier and yourself look great and most importantly help loyal customers remain as such. That being said I spoke to some wise and informative coworkers out there that would often help me on the right path of spreading good information and not only that would go the extra mile for the customer same as I or anyone at my one support team would have.

So frontier communications itself needs to do 3 things :

Distribute consistent, updated accurate and condensed information on their learning materials. 

Heavily get their house in order as far as soft skills in other departments just from coworker to coworker in particular but of course customer facing is always critically important (I understand everyone's set of challenges can be unique but their is no need to be rude at all to a coworker and never a customer)

Literally hire or contract and properly train more workers yet most importantly fire the bad apples because if they could cull the weeds I think frontier would remain very competitive in the marketplace. At the same time, these great people out here putting in the work for frontier need to be uplifted & promoted so they can spread useful information and positive energy that comes from being truly invested in what you do.


I'm sure working for one support in other ways could be very beneficial for a work life balance such as google fiber among others and despite frontier they worked with me on my schedule on all fronts.

  One Support pays well and provides bonuses based on metrics. They have a decent PTO program, healthcare looked OK, life insurance, etc most standard benes provided and some discounts...? (IDK if it was something I was personally interested in but you may very well be)

I worked here for 6 months till the day i was fired by own co-worker for being completely honest with all my customers, my skills in the job were exceptional every customer i talked with always felt they were secure with my knowledge and honesty. Unfortunately the company goes off a metrics chart which every employee must meet certain quotas and whatnot. after 6 month into the job you would think my QA scores "Quality assurance" would be exceptionally high well that wasn't the case with me. Most of my scores ranged in the lower 70's for minor mistakes of me not reading documents word for word and instead i would summarize words for a better understanding for customers. When i was faced with my team leader he had me sign a contract about 4-5 months in saying if my score didn't meet a certain standard by the next month i was basically eligible to be fired, so i went off and about doing mental things to change the way i was doing things but keep in mind i was solo working my days 40 hour work weeks all to myself without anyone to help guide or teach me in my mistakes all they would do is say what i did wrong VIA EMAIL. It was the worst feeling ever not having a sense of job security because a co-worker who sits his days listening to calls and grading you like a child with no face to face interaction has total control of your job like seriously the QA position they have in place need a complete revamp because when working i would see this guy doing absolutely no type of reach out all he was doing was telling me my errors. I even tried to dispute a few QA Scores and my emails never got answered by anybody its completely laughable i was starting to think this guy was scared i was in place to take his job or something or at least this was my thought process. My calls were graded by the same person when i first started my job till the day i was fired. Let me throw another bone in the mix, my first week on the floor i was getting better QA scores than i was 6 months into the job HOW CRAZY can you think i would be worse at my job 6 months for knowing the repetition of the calls. Lastly ever since i started my customer satisfaction score never dropped below an 85% that should go to tell you how much this company really cares about their customers knowing they would fire someone who was giving honest information in order to look after themselves. Overall Good money and benefits and hours If you apply for this job i hope this review keeps you skeptical about the way this contracted company runs.

The company is pretty good. What makes or breaks the job is the contract you're assigned to and the management on said contract. I was on the Cspire contract, and it was fun. 
I liked how they kept expectations realistic. I was told that even with two weeks of paid training and one week with a coach one-on-one, I would feel like I was drowning when I went out on the floor. They were entirely right. But after about two weeks of drowning, I picked up things, and it was a very easy job from there. It was customer service, so there were a lot of mean and disrespectful customers, but that comes with the territory.
I didn't like how the company handled its coaching when something was done wrong. Everything was immediate and managed in such a creepy way. If I messed up something today and got a negative review from a customer, the same day, I would be called into a meeting, where I would be given a recording of the call and chastised for each minute flaw in my call flow or troubleshooting steps. Depending on the manager who called me in, I may have been able to explain myself, but that wasn't always the case. 
There was an incident where the company Cspire updated its talking points for our call flows. Within the first three days of that implementation, I was pulled into two meetings and sent a link to classes on improving my empathy (because I kept forgetting the new empathy statement). With that, on top of the current managers listening in on calls, because I had such trouble, I was placed under the microscope even more. It came across as micromanaging and was really creepy.
But the co-workers are nice and this job tries to do fun things with it's employees. Like having activity challenges, a book club, bonuses for doing well, and things like that.
I am grateful this job gave me the training and experience to get my foot in the door to other better-paying remote jobs. I would stay with them, but they start at $12/hr and don't give raises based on time stayed or merit. They incentivize good work with money as well as fear, so sometimes I would get a bonus. But only if you move up in the ranks will you get some type of raise, although I'm not sure how much.
My review is specifically of the Cspire contract since that's what I worked for for a bit over one year. Other contracts may be better; I'm not too sure, though. Moving to another contract is almost impossible.

One Support is considered 'Entry-Level' no matter how much experience you have.
Even after a 18-months I was considered "entry-level."
Starting pay rate of $12/hour at One Support. (2023)
They don't like to give raises but if you can manage to get one it is generally 0.25 per hour.

It's not hard to get a job here and it may be a decent job for you. Basic customer service skills will take you a long way at OneSupport formerly Telenetwork.
Beware of transferring departments. There is no transparency or help with learning how the other departments operate and you will not be allowed to return to your former department.

Paid Time Off is included but they force you to use PTO when you are sick.
It's around 1 week per year your first year. 
2 weeks for 2 years and 3 weeks after 5 years.

100 attendance point system. 
Tardiness -10
Sick - 20 (unless you have PTO)
No call -40.
If you go below 60 you will receive a write up. 
So essentially you have 60 attendance points, not 100.

They want you to schedule 60 available hours per week on a digital calendar even though you will only work 40 for full time. This is near impossible to complete if you want to balance work/home life. 

The management ranges from poor to criminal with good to great management being extremely rare. Many managers are loathe to help new people and their work loads are way too high.
Their trainers however were top-notch, friendly people. 

You will have a video call check-up once a month as is standard from work from home jobs. Sometimes it was 1.5 months before you received this as previously stated the management is under very high work loads.

There is a strict Q/A department that justify their jobs by nit-picking every last detail. Mostly these scores are ignored except for the purposes of the quarter raise every 6 months. you will never be fired for poor Q/A scores. You just won't get raises.

All in all it is a decent place to start out your WAH experience but don't expect anything special. You are a numbered cog in a giant wheel and so long as you follow the rules and give at least a mediocre performance you can work here for years. Granted you never seek to switch departments.

Typical day at work includes answering phone calls regarding questions about the customer's bill, discussing which internet plan is best for the needs of the caller's household, and troubleshooting slow speed or coverage issues, as well as troubleshooting when the internet is down completely.

The job is very easy, most of the calls are extremely repetitive. Sometimes the troubleshooting is a bit more in depth and does require moderate problem-solving abilities, but it's nothing crazy.

You have to monitor your break time vs. the time you actually spend working, your call times, surveys, and quality assurance (making sure that you don't give the customer incorrect information and making sure that you are building rapport). There's not a script. The only thing you HAVE to say verbatim is the survey pitch.

There's monthly performance reviews to make sure that your stats are where they need to be. I've had 2 different "supervisors" on two different teams, and they have both been very reasonable.

They are ridiculously lenient regarding scheduling. It's amazing. It really helps me to have a good work/home-life balance. I'm very thankful for that.

I'm not motivated to give it my all because the opportunities for raises or to move up are laughable. You certainly can move up, but the compensation for taking on more work is hardly motivating.

If you want an easy job that slightly challenges you but doesn't motivate you to move up and take on more responsibility, this is perfect. Some contracts start out at $12/hour and one that I know of starts out at $15.

There doesn't seem to be a workplace culture. Maybe there is and I miss out on it because I am very introverted and am not interested in socializing. Also I strictly work from home, so maybe it's different in the office.

I haven't seen anything shady or anything that makes me uncomfortable, which is more than I can say about the majority of my jobs in the past, so that's good.

Solid job all in all, no serious complaints. 

All of the management teams for my office were very willing to work with their employees scheduling and overall genuinely nice people to work with, and the pay was actually pretty awesome at $15 per hour. Most days it can be a bit busy, you can usually find yourself taking 3-5 calls an hour, if everything is running smoothly. (If the occasional slow day happens, they will offer early leave that you can choose to accept or keep working, double bonus!). The people you work with are mostly friendly, but you really won't have too much time to chat with them face-to-face since you're talking to customers, my office will usually do a potluck of some kind every 1-3 months, where you can meet everyone and enjoy some down time. Honestly, the job itself was an overall great job, but there were a fair number of cons as I was leaving. Just recently, they've made a lot of new changes to what services are offered and what the prices are for their products. This has made a bit of a ripple affect, since older customers were not fans of these changes. You will hear about this, and you will need to really put your customer service skills to the test. They are also looking a lot of your metrics as well (how well your calls are doing, how long you are on call for, how long you are off of calls, etc.) but not taking into account on system errors (if the system is running slower internally, and making the calls last longer, they are not taking the time spent on the phones out of your metrics) which never seemed like a fair system. But, if you were looking at somewhere that could fit any schedule, and help build a resume, I would honestly recommend this one! People and management are pretty good, calls are fairly easy to take, and pay is pretty good.

Training was fun and amazing to be apart of and they really sucker you in as far as a schedule goes... however that all changes once you're out of training. They NEED you to be available 60 hours a week so they can constantly change your schedule week to week. You'll start off with easy ISP's and get comfortable with tools fairly easy. And then they want you to learn more and more with no pay increase. -I told them no I would not take on more until I was compensated and it was like arguing with a child. Supervisors and Team Leads are quick to threaten you with termination if you don't keep your call times low. 

The company as a whole just wants you to answer the call, tell them to unplug and plug back in, and then write a ticket and move on. Basically don't try and solve the customers problem. Customers are a whole other rant, but that has nothing to do with the company itself.

I still keep in contact with current employees and a majority of them are still job searching. Two of them have been with the company for over 2 years and are still only receiving $0.30-$0.50 raise... Essentially don't let them take advantage of you and stand your ground. They will constantly change your schedule, ask you to work longer, and keep throwing more and more work loads on you without any/fair compensation.

A typical day at work (for work at home) involved opening multiple apps to assist customers, taking calls back to back for the duration of the shift (except during the 10 minutes-or-less bathroom breaks and one 15 minute break per 4 hrs worked), assisting customers with technical support, and providing accountability for the company you are contracted for representing. I learned how to better handle difficult people. Management does what they are supposed to do, which is worry about metrics and how to get you to reach them no matter what. The hardest parts of the job is having to work until 10 or 11pm when you have a family (especially for single parents), not being able to take a split shift to meet the needs of your family AND the company, and having to endure the pressure of trying to appease highly unsatisfied customers (some of which are downright callous and belittling) of a company that is not doing it's best on all fronts, in a very short period of time. The most enjoyable parts of the job are not having a commute or having to get dressed up to work, and being able to control the physical work environment, and the reaction from the few people you are actually able to help.

I will say I was completely in my element on one project when I made the mistake of taking another position I found out quickly there were cracks in the wall. 1st: Training is about 4 weeks what they don't tell you is how inconsistent the structure is and how as a new person/transfer unless you worked for a similar company you probably won't make it due to not getting any help. 2nd: Management is a pain to get a hold of unless you get a great supervisor I had a great supervisor but my new one was eh and don't get me started on the training manager who is hard to get a hold of. 3rd: Points don't matter but they make it seem like they do. 4th: The pay while transitioning over was enough to set me over the edge it didn't happen just once but twice! Luckily they're fast at fixing this but still how am I suppose to report this exactly? 5th: If you're a transfer from another project in my experience they leave you on the same project. My advise don't transfer over and work your butt off and you can advance 

There’s a queue tool that puts you in a virtual line to use the bathroom. That should be bad enough.

Also I guess the wfh feature is supposed to be a consolidation? That you should be happy working in these conditions because at least it’s at home? There’s so much technology we have to download and try, only to learn that not all of it is covered during training. The trainers and the mentors are teaching different things. You’re going to crawl your way out of training and think: “they didn’t teach us that in training” a lot. 

The customers are not the issue here, they just want help. The trainers and employees are not the issue, they work really REALLY hard to make sure this company does not collapse. This is a top down issue where management is piecing something together with rope and spit and hoping it sticks. It’s not working, and putting a ‘wfh’ perk on a bad work environment does not help. I wouldn’t work for this company again even if I was down to my last dollar.

Top Job Titles	Average Salary
Entry level tech support 14 salaries reported	$14.00 per hour
Customer service representative 9 salaries reported	$12.67 per hour
Technical support representative 27 salaries reported	$16.00 per hour
Operations manager 3 salaries reported	$49,667 per year
Medical scheduler 1 salary reported	$18.50 per hour

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