IT Support Specialist (Current Employee) – Work from Home – March 26, 2014
Whether you're taking inbound calls or making outbound calls as well as if you are handling issues for residential or business customers depends on the department in which you work. It's a call center environment where you work from home and are connected by VPN to the central office. Employees generally communicate with management and with each other through chat and email, with phone conversations being seldom. The work itself is typical remote helpdesk support where you fix most issues by accessing the customers' systems, with an occasional walk-them-through-it network support.
PROS: The pay is average and the benefits are decent. The job itself is pretty easy and it's nice to work in basketball shorts and a t-shirt if you want. The paid time off is generous when you finally are a permanent employee.
CONS: They generally hire through temp agencies and will tell you it takes about 4 months to be converted to permanent, but that's a lie. The average time a person is a temp is about 1.5-2 years, so don't expect benefits or paid time off for about that long. Also, if you are the kind of person who wants to contribute to the growth of an organization by providing suggestions and ideas, move on to the next gig because they will ignore your ideas 99.9% of the time.
SUMMARY: If you're OK with being a temp for a long time and you don't care if your ideas are ignored, it's a pretty decent company.
Work from home, Paid time off
Temp for over a year, sharing ideas for improvements is discouraged
Technical Representative (Former Employee) – Lowell, MA – March 1, 2017
Management sucks. Building sucks. Employees suck. Everything about this place sucks. I wasted 2 years slaving away for these people, and every moment I was treated as if I was a number in the system and not an actual person. They expect perfection, when they themselves are far from perfect.
Sales / Technical Support (Former Employee) – Tampa, FL – October 20, 2016
This was before I switched careers from tech support to web development.
The company is very authoritarian. The role was for out of warranty tech support. Which means dumb people who don't understand computers called in expecting free support. Instead of taking two minutes to explain that being out of warranty means they will have to pay for support. The warranty department cold transferred them to agents like me.
60% of the customers I spoke with were rude, hostile, and demanded free service. I was expected to sell them support and transfer the to the technicians.
I was also given the unrealistic expectation to make 30% sales based on the unpredictable number of calls we received per day.
I was told be shady and emotionally manipulate customers into signing up for a monthly service fee that they could not cancel without a huge cancellation charge.
The managers were awful hostile people that motivated employees through threats of being fired.
Remote Technician (Former Employee) – Lowell, MA – February 23, 2016
working here was stressful and confusing. Management is shoving a new metric down your throat every month, not really focusing on customer experience as a whole. most shifts are highly understaffed. also I never received a raise in the 3 years I worked there.
Work From Home, Paid time off
Stressful work environment, bad management, laughable pay
HELPDESK REPRESENTATIVE (Former Employee) – Remote, OR – February 1, 2016
Co-workers varied in their knowledge and understanding. No clear objective on what we support and didn't support. Management didn't clearly understand what we were to support. Mixed opinions caused a lot of arguments about what was supported. IT never kept the internal software operating correctly. No room to move up or gain a raise. No benefits or PTO.
Technical Support Representative (Current Employee) – Boston, MA – September 15, 2015
Provide customer technical support for Avast Support and HP smart friend services Troubleshoot and variety of technical issue over phone and chat Connect remotely to customer computer to scan and clean for viruses, and update drivers. Developed strong multitasking abilities to respond to multiple customers at once
Technical Support Representative Esc Technician (Current Employee) – Remote work from home. – May 17, 2015
While some of the co-workers at Plumchoice will remain lifelong friends, the work environment is lacking recently after policy changes that focus more on numbers and less on actually helping the customers. I would like to note this was not the case when i first started there but over the last year the company has really taken a turn for the worse. A typical day consists of taking calls and connecting into customers computers remotely and fixing whatever problems they have. You are expected to constantly be taking phone calls no matter if you are currently connected into 3 computers and cannot get anything done on the systems you are already connected into. I dont want to sound like i am bitter, i thrived and was hired permanently after 10 months as a temp, and maintained my stats in the top 10 across the board. However this company is losing business and the timing directly correlates to the shift in morals in the business as a whole. Therefore I am entertaining other job offers and searching for a company that I can make a difference at.
Thank you, Nathaniel Porter
Production numbers matter more then customer satisfaction.
Sales/ Customer Service/ Tech Support Supervisor (Former Employee) – Lowell, MA – February 27, 2015
I very much enjoyed my 5+ years in call center operations at Plumchoice. Unfortunately, I was involved in a round of downsizing that is common in a cyclical field such as this. I bear no resentment though. Even leaving the company they took good care of me with an adequate severance package. The only complaint I could offer is that as a remote worker opportunity for advancement is very limited. If you live in or near Lowell, MA the opportunity is endless though.
Technological Sales Representitive (Current Employee) – Home/ Lowell, MA – November 14, 2014
Work remotely from home between 8-12 hours a day. Very helpful manager who drives me and maximizes my sales potential. Learned an immense amount of information about all aspects in the PC industry. My favorite part of the job is training new/ experienced co-workers on the fundamentals of viruses, call procedures, and sales with my boss. The hardest part of the job is that if call volume is low, I have to wait between 5 - 45 minutes for a call [costing me $$$].
Working remotely, breaks, incredible manager, benefits
Calls from existing customers, long waits between calls at times, deserve more money
Very active environment working with customers on the phone
Remote IT Technician (Former Employee) – Lowell, MA – October 16, 2014
Great experience, acquired various troubleshooting skills. A typical day at work would include an office filled with co-workers and usually with two or three supervisors. Assistance is always available whenever necessary. Hardest part of the job is essentially performing best effort service. Customers usually aren't satisfied with the result. Best part of the job is resolving an issue with a customer, giving one hundred percent satisfaction.