Working for Asurion has its pros and cons like any other company. But as a front-line expert I would honestly say its cons double and maybe even triple its pros. The company itself has fundamentally good values on paper but those values do not always translate to the expert experience.
Example: An employee tests positive for COVID and is required to take time off due to being extremely ill. Employee Solutions/HR advises you will be paid 100% of your salary to cover the time you miss. GREAT!? Wrong. They will make you go through weeks of paperwork and multiple departments just to get approved. THEN…When you are finally paid it is not for your scheduled and normal work hours no. They backdate the average to the first 75 days of the year. Please note the reason this is especially IMPORTANT is because Asurion was so overstaffed in the beginning of the year that they were asking, begging, and literally paying people $150.00 a week to take VTO (voluntary time off) for days, weeks, and months at a time. What that translates to is if you participated in any VTO (which can be forced upon you because your supervisor can submit a VTO request on your behalf) then the average of hours you are paid for even if you’re working 40-60 hour weeks now is based off of the hours in which they were begging and forcing people to go and stay home because they were overstaffed. If you are a full-time employee that works 40 hours a week and have to take time off due to the current pandemic you might be
ProsAverage pay (bi-weekly on Friday next pay date 7.17.20), Flexible scheduling through an app, Occasional swag provided, Benefits medical/dental/vision/FSA/EAP/401k, EAP – 16 free therapy sessions for you your partner and household dependents
Technical Support Specialist | Colorado | Oct 30, 2020
No sales? No job.
Typical entry into the job.
1 week training, policys, and very minor system training.
3 Weeks sales training, mainly role play on offer and rebuttals.
You hit the floor 5th week, you will find it very difficult to teach yourself the job as you'll handle a call every 1 to 2 hours. Once you cut that down you realize you barely taken a single call you've been trained to expect, the only resource of help will tell you to transfer, you will be written up if you have a transfer rate above 15%. Oh and best yet, they obviously have terrible training because you can have upwards 5 minutes between calls, but usually your inexperienced tech lead help is already a 5 minute wait. Oh but get this, they got to that position with SALES, do you want your SME being someone who exceeded in sales?So you know what happens, they give you non-existant solutions, ask you questions you litterally just told them you tried, at so much a point, you give up and even forget to rate the interaction they took so long you couldn't be bothered anymore.
Our supervisors, got to their positions off... NOT SALES. They were mostly promoted before it ever became a requirement, so what does that mean for the Tech support? You bet, BS fake it till you make it (Oh they use that phrase a lot even in training, fake it till u make it) supervisors acting like they can sale regurgitating something they read or saw on a YouTube seminar for sales. None of it being helpful, just telling you to CUT DOWN your offer, which mea
ProsNothing makes it worth it.
ConsMicro-management more than any company ever, Sales in tech jobs?, Sales during Recession?
Asurion, on paper, made me balk. As someone who comes from a high density, high population city working for individual contractors who owned multi-million dollar projects, I was nearly rejected due to overqualifications. In fact, in my first and only interview, instead of the usual one or two interviewers who asked me questions as part of the process, they had to bring in a third interviewer who proceeded to nix the questionnaires to ask questions they would normally ask Coaches: when questioned, they told me directly that the normal questions did not apply to me due to my work history and accomplishments.
Now this may seem like show boating or ethical bragging, but it's merely a preface to the reason why I'm leaving. The recruiter for the company pushed me into a starting position because she felt that it was the "easy way in", and given that she had a quota to fix for the month, it would benefit her. I did not mind, as most companies, no matter how qualified or successful you are, require some in-house experience before promotion.
I've been here for two months exactly, and I'm not only tired of coming into this company to work but also stymied by how the work politics are framed-- I won't even go into the actual work just yet. Our group had not had a proper "coach" or supervisor until just a week ago because of internal issues and lack of proper resourcing. The work site, while only a temporary solution as the company is moving to a new location altogether, seems to h
ProsIntrinsic knowledge of insurance, job security, assistance during hurricanes, cumulative PTO
ConsBeing an underpaid psychologist to callers, low pay, favoritism, monotony, high stress for low payout
After 2 years doing this position, I've pretty much seen it all. Its not for everyone but if you've got the right disposition, availability and work ethic you can do good work here.
If you hate driving for extended periods of time, or you don't have a reliable vehicle, don't bother. Driving is 95% of the job in this position(to reach your customers homes)and you are responsible for making sure your personal vehicle is kept up and with available gas to get you where you need to go.
Be prepared to drive up to 150 miles each day. Some days will be much more, and all of it is on your own lonesome. This includes encountering whatever weather conditions or road conditions are present, thought you aren't forced to rough it through everything. Should it be become unsafe to continue you can pretty much always have a supervisor work with you to figure out if you'll be able to complete the drive or not. This can also include traveling to other states, depending on your region.
For some this is a godsend, for others a nightmare. And your respective supervisor of course is not with you at all times, so for the vast majority of your time on the clock you are on your own. I've had it all happen.... car accidents, getting lost in the middle of nowhere, lost signals, incorrect addresses, closed roads, you name it.
You really have to be a problem solver at all times. That's pretty much the most effort you put into the job. The actual process of helping the customers is extremely
ProsExcellent pay, team oriented approach, good coworkers, you get to see new places and meet new people
ConsLate nights, wear on car, stingy time off model, safety concerns
Technical Support Representative | Phoenix, AZ | Aug 15, 2019
Asurion is like a box of chocolates. You never know what calls your gonna get.
I worked at Asurion for 1 year. The only thing decent about this job is the pay other than that everything else having to do with this company is not great at all. Get ready to take back to back phone calls while other people on your same team might take 5 calls in a day. Management has too much control over the ques and the call types you take. They tell you out of training you'll be doing onboarding technical support and then one day you'll be taking back to back calls for customer service and they'll tell u your no longer doing what u signed up for. So if you think you'll be doing tech support think again they'll basically turn you into customer service and then coach you on transfers when you have no tools or knowledge on how to assist the customers. The tools are an absolute joke. If you know nothing about technology and think the tools will at least help you you'll be sadly mistaken. The articles your supposed to use are often outdated and have broken links and if it wasn't for my personal knowledge of using smart devices my stay with this company wouldn't have been as long.
VTO is a major downfall of the company all because they dont like paying PTO. When its busy they let 1/3 of the call center go home because people love taking VTO and then everyone that's stuck there or cant take VTO has to pick up the slack and take back to back calls due to poor staffing it happens almost every day. As technical support your number one job and primary focus should be t
ConsMicro manage, poor training, outdated tools, poor management, high turn over
As an In-Home Expert, you will drive to customer’s homes, deliver their phone, help them set it up, and then try to upsell them on an extended home warranty service. This role is just sales disguised as customer service/tech support. The in-home service is nice to offer, but ultimately most customers already know how to set up their phones on their own and if not, they’ll just go to their local Verizon or AT&T store, so the job is a bit of a redundant set up for face-to-face sales. The daily/monthly sales expectations don’t even match up with how little they prepare you for sales during the training period. You’ll even be expected to still make offers when there is a language barrier between you and the customer.
There are no company vehicles, so you must use your personal vehicle to do this job. It’s a lot of driving (like a lot) which will put stress on your car. They pay weekly mileage reimbursement which is good, but sometimes they’ll route your last job 80+ miles away from where you live and you have to clock out and only get paid for every mile exceeding 50 miles from the pick up location (ex. if you’re 55 miles away from the pick up location on the last job, you only get reimbursed for 5 miles on your ride home). Also they’ll sometimes send you up to 90 min to 2 hrs away, crossing state lines to deliver a phone to a customer who lives less than 20 minutes away from a Verizon or AT&T store. The logistics of that do not make sense.
You’re driving on your own unsuperv
ProsDecent hourly pay rate, Mileage reimbursement, 401k, health insurance, and other benefits for part-timers.
ConsA lot of driving, Using your own personal vehicle, Sales driven with inadequate sales training, Management feels out of touch and only concerned with sales and metrics.
Asurion - Work @ Home - Direc TV
If you want to work this job, prepared to have no life outside of it. If that's you, this might be for you. Plenty of incentives for people willing to sell on non sales calls and work a lot of overtime. I had a problem doing that before and still do.
Work from home
Get to sleep in late and don't start until 2:45 (might be a negative if you don't like this shift. Most other shifts are even later.)
No dress code
Save on gas money
Free Direc TV service and Sunday Ticket (but oh yeah, have to work Sundays)
OT pay is good if you can handle the pressures of this job.
Trainers are friendly
Really low pay. Literally .50 more an hour then working at Wal Mart. I worked more advanced tier technical support years ago and made about $5 more an hour then this job and this position actually requires more knowledge at entry level.
Forced sales to get bonus in a technical support/customer service position for people calling in with problems already or just to ask simple questions.
Only incentives, no commission for any sales or upgrades.
In order to make decent money, you pretty much have to work overtime and meet hard metrics in call handling, sales, survey scores and attendance.
Knowledge of knowing how perform nearly every function of Direc TV from Customer Service, Billing, Tech Support, Installation, etc.
Worthless training until actually taking calls. Most less
Don’t work at asurion as a in home tech expert if you don’t have the money
1. I love the fact that starting off you have 2 weeks of at home video conferencing training basically you work with up too 20 Co workers including your coach and trainer in a video conference through web cam or mobile phone for full timers I believe it starts from 2 pm - 8:15 and part timers from 4:00pm-9:00 pm my wage is 18.50 an hour basically the training will including download at least up too 15 apps to get ready for the job so you must have a 32 gig phone or better Maybe a 16 gig if you have no videos and can clear up storage space on your phone. Training is Monday - Friday for two weeks then you get set permanent schedule days for your shift which I love, also PTO (paid time off) starts as soon as you start training your first day
2. This is a new role for asurion so everything will not be perfect including lots of technical problems with starting up in training so listen carefully to everything in the video conference OR YOU WILL BE LEFT BEHIND IN TOTAL CONFUSION but the trainers and coach will be there to help you catch up
3. After 2 weeks of in home video conferencing training there will be a third week of “mock driving training” which means YOU WILL NEED TO USE YOUR OWN GAS MONEY TO FILL UP YOUR TANK FOR THAT WEEK, which I did not like at all, just a word of advice to asurion please have set miles, appointments and directions for all employees. For example: every new hiree will be driving a total of 500 miles In the mock driving training asurion therefore
ProsAt home training, the hourly pay flexible schedules
ConsNo gas card before you get on the road and start driving everything is reimbursed back to you, the technical issues during training, very little support from coach and trainers
Customer Service Representative | Houston, TX | Mar 13, 2022
Unappreciated, robotic, stressful and depressing.
1. You are nothing but a number here.
Your calls are listens to and scores by a machine! Results are biased and unfair and your bonuses and performance is highly affected by this, causing ruins in your reputation with the company.
2. Unless you live in Nashville, don’t expect your career to go anywhere in this company, and it is super difficult to get promoted and only open positions within the company are sales, sales, and sales. If you want to grow anywhere else, you gotta be living where their HQ is, in Nashville TN. So expect no growth opportunity.
3. Don’t expect to be given proper training, meaning you’ll train for 2 weeks and be given inaccurate or missing information and from there, you are on your own. This causes a lot of misinformation given to customers, messing up insurance claims, making it extremely hard for customers to have issues resolved. I have had customers on the phone CRYING from how much we have screwed them over and this leads me to concern 4
4. You are provided very limited resources and tools to correct and fix issues. A lot of customer’s claims get messed up by our own agents, (for no knowing what they’re doing) causing them WEEKS and sometimes MONTHS in delays to fix their issue and sometimes even costing them hundreds of dollars, whether it’s loss of income, or just messed up claims! I feel so bad for these customers, when I speak to them sometimes, knowing we screwed up, yet there’s nothing we can do to fix their issue. All managers care about
I have the benefit of working from home, which is wonderful - not dress policy, no need to transmute - save a lot on fuel, eating, out, coffees, and the added benefit of no noise ore disruption. I would truly love my job except:
Asurion's Technology is pathetic. Their systems are down more than they are up, and when they are up certain functions are usually not working properly and have to have work-arounds used. Their Help Desk is totaly lacking knowledge or even basic understanding and are usually more harm than help.
They have failed to maintain adequate staffing levels for quite some time now and are playing a constant juggling act throwing us back and forth between products to try and minimize the impact. Supporting Departments are also severely understaffed causing excessive wait times and a poor experience for our customers.
In spite of unreliable systems and tools - the handle-time goals for our calls remains exceptionally low, adding to the stress and pressure, since failing to meet goal results in action plans and disciplinary steps should we fail to meet them - and placing unreasonable pressure on us.
The staffing shortages mean that we are constant crisis to meet service agreements and are therefore being beat to death with Overtime - called at home on days off, asked repeatedly until we give in taking yet more time away from our family.
The various supporting departments due to their own low staffing have extensive wait times meaning our custom
ProsPay, Benefits, Good People
ConsUnreliable systems/platforms which are down almost daily, lack of support, lack of staffing = STRESS. Stress = unhealthy workers, and unhappy families at home
Questions And Answers about Asurion
What is the best part of working at Asurion?
Asked Dec 11, 2019
Very Little responsibility
Answered Jul 3, 2022
Answered Jul 2, 2022
How often do you get a raise at Asurion?
Asked Nov 23, 2020
Answered Nov 27, 2022
Once a year
Answered Nov 25, 2022
What is the promotion process like at Asurion?
Asked Nov 2, 2020
There isn’t one. It’s all who you know, not the work you do.
Answered Nov 25, 2022
Answered Nov 15, 2022
What is a typical day like for you at Asurion?
Asked Mar 13, 2020
After your initial probationary period. You have the freedom to create a schedule that works for you.