- What
Services do you provide?
- What
products do you support?
- How does it
work?
- Tell me more
about your service plans?
- What other
services do you offer?
- How is your
technical support team trained?
- What kind
of software do you use?
We provide
outsourcing of end user Level 1 internet technical support. We also provide new
customer sign-up services and plan to offer other services in the near future.
We support a
large variety of TCP/IP applications: web browsers, email clients, IRC and chat
utilities, and FTP are some of the more common examples. We are, however,
always willing to support other software that you provide your customers for
use with Windows 3.x, Windows95, Windows 98, Windows Me, Windows 2000, Windows
XP and Macintosh (System 7.1-latest version). Click
here for a complete list
We offer you a turn key solution to your end
user support needs. We can provide you with a dedicated toll-free service line
to give to your customers for end user technical support. The callers are
greeted by our tech staff with your name. Afterwards, call summaries are
compiled into our call tracking databases that you can access.
We have Several
plans from which to choose:
The 24 Hour/7 Day a Week Plan: This plan is for the ISP who wants to outsource after hours so that they can provide their subscribers round the clock support.
The Per-Subscriber Plan: This plan is designed for the ISP that wants to outsource all of their 1st level Technical support and provide their subscribers support 24 Hours a Day, 7 Days a Week round the clock support.
Call (800)203-7961 for current prices,
Our New
Customer Sign-Up Plan: Our new
customer sign-up plan is the quick and easy way to add new customers to your
service. Your potential customers calls your toll-free
number and ask for information. We will take down the required information,
process the request and send the membership start up kit that you provide us
with to the new member.
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First we select employees based on their ability to
understand new computer applications and help end users with their needs in a
professional manner. We provide them with a 2-Day initial support training program.This includes telephone skills and communication
training. In addition our reps maintain their technical edge by taking part in
our Promotion Points Training System.
The
typical schedule includes one hour of training for every eight hour shift. We
believe that a support staff must work in a positive work environment. In an
effort to do so we have created a promotion points system that is based on
training, test scores, and other aspects of the position that improve customer
service.
All of our support technicians use an
intranet designed and built by our inhouse designers.
The intranet holds ISP information as well as technical specifications for
troubleshooting general and specific TCP/IP issues. Integrated into this
intranet are the tools that help our technicians provide the leading standard
in helpdesk support.
Also integrated in the intranet is our custom
made call tracking program. Our technicians submit summary information about
each call into the call tracking program. The program compiles these calls into
databases viewable by respective ISP owners. This allows our ISP owners to
reference user calls to case further assistance is required on behalf of the
ISP. ISP owners always have this information on hand to insure that the
customer is assisted in the most efficient manner.