Provide 1st and 2nd level support for our client’s products and services. Rapidly and pro-actively adapting to change for continuous improvement. In addition, constant assistance and communication with the sales team on most technical related issues.
Ticketing system – using an advanced ticketing system to manage all aspects of support cases and communication with clients.
Testing tools – implementing different tools, developed either in-house or by the provider, they test and learn about system behavior.
User behavior – testing and checking for system integrity by mimicking and reproducing client behavior that was reported or known to have caused previous errors in the system.
“While not part of our regular sales package, our Technical Support Team can be plugged into the sales process to handle installations, API interfaces, and other high level technical implementations. They can also handle customer support issues and serve in other necessary retention roles.”