We understand that technical support is a blend of talented agents with a great understanding of technology and the ability to keep updated and trained on everyday changes in technology.
Our IT Solutions team builds a solution that allows us to maintain and monitor all aspects of the technical environment regarding your account. We have partnered with technical colleges and training centers to get the best talent available. Our agents have not only been educated and trained, but have also have real-life experience in supporting customers with technical issues and IT solutions.
The IT Solution team understand the frustration of customers not understanding how to use the technology available to them. This experience allows the team to effectively and professionally communicate with the customer, making it possible to understand what needs to be done to resolve any issues that arise.
Our team has access to the CCS “Tek Lab” where we are able to provide access to different operating systems, software and IT solutions. Your product, service, or software will be setup in the lab for training and support assistance. Agents can VNC to any machine in the lab, which allows them access to the platform or product that the customer has, so that they can duplicate their environment. We also provide the ability to remotely assist the customer with their approval, and yours, and to walk them through each step. This is a great tool to reduce talk time and yet provide a sound solution for the customer.
- PC/Mac Support
- Microsoft Office
- Corporate Help Desk
- Smart Phones
- Online Banking
- Computer Hardware
- Proprietary Software
- Education Software/Online
- And Much More!
We are also staffed with two MCSE’s at each facility and they are available 24 hours a day, seven days a week, year-round. This allows agents access to trained professionals, should they need additional support to assist a customer. In addition, our engineers review all escalations from Tier I and Tier II before escalating the issue to you. This allows a higher resolution rate at the call center. They are also responsible for:
- Updating and maintaining labs
- Updating and maintaining FAQ, and KB’s
- Providing solutions for escalated cases
- Making sure teams are trained on the latest technology