This looks correct. Our internal search terms report looks very similar. This just means that of all the occurrences on your site (which is pretty much every page view and hit combined) a decent percentage of them happened before anything had been searched. In addition to recording internal search terms, are you setting a custom event when the internal search term is recorded? I would use that event instead of occurrences in this report. As long as there is an internal search term for each time that you record the internal search term, everything looks correct.
For your "support flow step", this means that roughly 75% (I'm just guessing) of your occurrences don't happen in the support flow. So for these users, the majority of their occurrences are on the home page, or search page, or other pages where you aren't specifying the support flow step.