Asurion reviews

Terrible training. Once you go live, half the systems don't work. Primary platform used to access DirecTV accounts constantly locks up even on a superior gaming PC. IT team was a joke although they really did try. Lots of viruses came with their software so I frequently had to quarantine and repair. Does not support Win 10 or IOS! Expected us to lie to customers a lot. Everything was "reset the receiver" - then work at home was instructed to NEVER reset the receiver and blow off customers instead of fixing probs. Truly terrible work environment. Primary client system, IM, and "email" was down A LOT but you still had to service the customers. We were instructed to tell people that we were in Nashville.

Verizon acct requires you to force an app called Tech Coach on every call. Regardless if it’s needed or not and you have to keep a 55 registration metric for the month with this app. It’s portrayed as a tech support position, it’s totally not. You will be doing basic troubleshooting. Nothing technical about the position at all. You can not transfer calls to another dept because they want transfers under 10 percent. Example: Cusomer calls in and says my phone is broken, screen won’t turn on. Tech responds empathy and assurance every call, Mandatory! Then offers Tech Coach to run a diagnostic and requires the customer to install. However it only works on Android phones and not IOS devices. The software can’t fix a broken screen so why offer it? The app is what supports the business and FYI it’s not Verizon’s app it’s Asurion!