Handling nearly 5 million customer interactions per year our Tier 1 support team understands that technology exists in virtually every aspect of our society, in business and in our personal life. Customers and Consumers alike rely on technology’s benefits every day. When technology doesn’t work, they need fast, competent assistance.
Full Service Offering Features:
• Experienced, professional technical staff
• Flat rate pricing
• Audio recording of every call
• Cloud based CRM included
• Real time alerts via Email, SMS, social media
• Custom training materials for your application
• Network Monitoring
• Multi-Lingual Support
• Operations manager available for weekly meetings and best practices review
• North American support
• Unlimited DID and 800 numbers, each with a custom queue
• Comprehensive Statistics on all calls
• Multi-level Escalation Emergency plan, fully documented for each queue
• HIPPA compliant virtual desktops
• HIPPA compliant phone system
Building and managing your own technical call center is labor-intensive and expensive. Using your highly skilled developers and software engineers to support basic end user inquiries is both costly and disruptive. Peacey Systems 24/7/365 Tier 1 technical support customer call center (TSCC) provides all the help your customers want and need. We handle all initial customer inquiries, support the day-to-day issues and resolve most user problems during the first contact/at the first point of contact, to provide expert care to your end users. Only complex problems are escalated to your internal experts.
Wi-Fi Support:
Guest Support Service available 24 x 7 from our Support Team and includes the following troubleshooting steps:
Basic Wi-Fi Configuration support – Initially determine if end user has a working Wi-Fi device and is locating a Wireless Signal, using guidelines set for the most common types of Wi-Fi devices.
SSID configuration – Verify correct SSID for the location that end user is accessing and that the correct SSID is set in their Network Connection, using basic guidelines for the most common operating systems and Wi-Fi devices.
Login difficulties – The Support Team reviews the correct format for the username on the login pages with the end user. Then the Team attempts to verify that the correct settings are enabled in the end user’s Browser, and that they are not using security software that may be blocking access.
Location specific coverage issues – Location details of the Hotspot that the End-User is accessing are verified, and then they are directed to any specific coverage location(s) listed in the database.
E-mail – Provide the End-User with the settings needed to send and receive email over a wireless connection, using the most common email programs.
VPN issues – The team will assist in setting up a new VPN connection, based on common guidelines. They will direct the end-user to their own Network Administrator, for any settings on an existing VPN, that the end-user is trying to access.
24×7 Guest Services Scope of Work – Tier I and Tier II
Tier I: Support Definition and Scope of Work
Responsible for issues that are related to the guest’s PC and in-room devices, specifically:
Most popular Desktop Operating Systems
(Device status, networking functionality)
Desktop Applications:
Microsoft 365
Microsoft desktop OS’s
Apple IOS
Web Browsers
E-mail clients
VPN
Networking (LAN) Verification:
Gateway status/availability (Server is ONLINE)
Packet loss to gateway
Network component availability(Switches, CMTS, DSLAM, Controller, NMS)
Non-PC Device setup
iPad, iPod, etc.
iPhone and Smartphones
Gaming stations (Xbox, PS2, or similar) (bandwidth limitation)
Tier II: Support Definition and Scope of Work
TSEs are responsible for the entire Tier I scope plus the following:
Network Administration
WLAN/LAN Availability (power cycle AP, Switches, Server, ISP-CPE once)
Server/Gateway status/availability
Authentication issues (Meeting Rooms)
ISP availability and service verification (packet loss, trace routes)
Failure analysis (Trouble sites)
Wireless Coverage testing
Line Testing (CAT-5,CAT-3,xDSL)
AP Troubleshooting (AP good/bad)
Meeting Room Troubleshooting
Network Configuration and Verification
Network management tools to test network connections (packet loss)
Check hardware(WAP, Switches), firmware and configurations
Patch gateways with the tools provided by the client
Tier II agents will service all tickets escalated from Tier 1 and try to find a solution to the customer’s problem on their own or through resources available to them including Tier III technicians specifically reaching out to Tier III for input during available hours for ongoing specific issues for input, direction and collaboration.
Escalation Process
All steps followed as per customer requirements or brand standards.
Escalation: Tier 1, Tier 2 investigation is complete and the issue is still not resolved. Both Tier 1 and Tier 2 technicians alert a supervisor on duty to review the tier 1 and 2 steps.
Supervisor on duty confirms escalation, all techs and supervisors involved sign and submit the ticket as an escalation. This provides a clear chain of custody on every ticket, for any subsequent review that may be required.
In the event of a mass outage, the supervisor will initiate the appropriate outbound call protocol to the designated Tier 3 engineer(s), based on the customer’s established company policy.
Weekly operations call: To review operations, specifically all resolved and escalated calls, to improve and ensure best practices, which are provided to the support team for training purposes.
Advanced Performance Monitoring
7X24 Monitoring
Peacey Systems will proactively monitor Customer selected Network Device(s) 7X24 by polling the monitored device(s) every 2 minutes (default setting), via ICMP Ping or SNMP. If a monitored device fails to respond to 7 consecutive polls at 2-minute intervals, a trouble condition will be identified and a ticket will automatically be generated.
Fault Detection
A trouble ticket is generated in Peacey Systems’ Trouble Ticketing System (TTS). Customer may specify who in their organization is to be notified and can stipulate specific personnel for notification, based on various parameters at its discretion.
Real Time Network Monitor
Real Time up/down status of each monitored device presented graphically is available via the Peacey Systems Network Monitoring System (NMS) Portal and provide access to the latest 50 up/down events on each monitored device.
Proactive Fault Detection
Peacey Systems monitors for intermittent problems by scanning the logs every two hours to identify any device with three or more missed poll events during the previous two hour period.
Additionally, every morning Peacey Systems’ system will scan for devices that had six or more missed poll events during the previous day. If these scans detect any devices that exceed these thresholds, a proactive ticket may be opened in the NMS Trouble Ticketing System.
Online Trouble Ticketing System Access
Customer will have online access to view and manage all trouble tickets opened during the last 12 months. This will allow customer to:
- open trouble tickets online to report a service condition
- add comments to the log of an existing ticket to provide information which may assist in resolving the trouble
- view status and log of an existing trouble ticket
- view historical ticket information
- receive email notification of ticket status change (optional)
Availability Reporting
Peacey Systems will provide a Monthly Availability Report on the 1st of each month, accessible via the NMS Portal. This report will provide daily, monthly and per unit availability statistics for all monitored devices.
MTTR/MTBF Reports
Monthly reports providing Mean Time to Repair (MTTR) and Mean Time Between Failure (MTBF) statistics on the entire network and on each device.
Availability Queries
Customer will be able to produce ad-hoc reports on monitored device availability and latency with this feature. Report variables include detailed vs. summary, start date, end date, days of the week, start time, end time, and availability percent threshold.
Auto Customer Notification
The Peacey Systems monitoring system can provide automatic notifications via email or text. This system may be configured to alert customer on new, updated, closed, and proactive tickets. Peacey Systems also provides a web based tool to maintain an on call staff schedule, so that the system will only send alerts to those who are available at any point in time.
Stored Customized Reports
The Peacey Systems’ NMS will provide the means to store variable settings for some ad-hoc reports. This feature also provides the ability to run various scheduled reports and email them to the customer.
Advanced Performance Monitoring
Includes all of the Monitoring features detailed above, plus the following:
Bandwidth Alerts
Bandwidth alerts provide a mechanism for real-time performance monitoring. Customer can create Bandwidth Alerts via the NMS portal for each monitored device that includes a bandwidth utilization threshold, time-period thresholds and an email address list. The system will check every 30 minutes to determine if the specified thresholds have been exceeded. If so, an email will be sent immediately to the email addresses specified in the alert configuration, with a notification that provides details on the threshold settings and the actual utilizations recorded.
Performance Queries
Queries can be made via the Portal for utilization statistics to help manage the bandwidth sizing of monitored devices. High Utilization Reports and Low Utilization Reports can be used to adjust bandwidth as appropriate, for increased performance and cost savings. A Custom Report interface is also provided for detailed ad-hoc reporting on network utilization. The 30-minute average poll data collected by NMS will also be stored in a SQL database for a period of 60 days. The query results are presented in a tabular format.
Performance Graphing
In addition to the tabular reports available in Performance Queries, the 60 day sample of 30-minute average poll data can be presented in a graphical format. The following graphical reports will be made available via the Peacey Systems’ NMS Portal:
- Bandwidth Utilization by Day
- Bandwidth Utilization by Hour
- High Bandwidth Occurrences by Day
- High Bandwidth Occurrences by Hour
- Top 10 High Bandwidth Occurrences
- Top 10 Average Utilizations
- Average Utilization by Day
The following features can be added to the Pro-Active Performance Monitoring or Enhanced Pro-Active Performance Monitoring:
Flow Reports
Flow Reports allows for specific application reports of traffic traversing the managed device. When enabled, the router will keep session counters open for traffic between two IP addresses by port & protocol, storing such things as the TOS byte, AS Numbers, and the number of bytes sent in how many packets. When the session is over (or every 1 minute if it lasts longer), the router will send a “flow record” with all of the relevant information to a collector server. The collector server will then read the flow records and provide it to a system function that will process the information and store it in the database. It will split it out by application, do any traffic validation as needed, and determine the customer defined application it falls under. The data is then rolled up into 5-minute summaries and stored in the customer tables for reporting. The data is also summarized into hourly and daily periods. This Flow Management tool can be used to set up what data gets stored, what data is ignored, and also some basic display formatting of the actual reports.
Our Call Center Checklist
ACD with Call Distribution Algorithms
Skills-Based Routing
Priority Routing
Time-of-Day Routing
Voicemail Routing
Voicemail Routing
Incoming Call Whisper
Toll-Free Numbers
IVR with Intuitive Script Designer
IVR Scheduling
Professional Prompts for Self-Service
Text-to-Speech & Speech Recognition
In-Queue & Estimated Wait Time
CTI Screen Pop
Post-Call Surveys
CRM Integrations
Agent Desktop
Contact Database
Softphone
Call Recording
At-Home Agent Capabilities
Easy-to-Use Administration Tools
Real-Time, Historical, & Custom Reports
Drag & Drop Script Design
Agent Scripting
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Providing Technical Support with a Dedicated Team
Introduction:
Providing technical support is essential for any organization that relies on technology to operate. When customers or employees experience technical issues, it can be frustrating and time-consuming for them to troubleshoot on their own. That’s why having a dedicated technical support team can be so valuable. With a team of experts who are trained to quickly diagnose and resolve technical issues, you can ensure that your users have a positive experience and minimize downtime.
In this guide, we will walk you through the steps of providing technical support with a dedicated team, including building the team, defining their roles and responsibilities, setting up a ticketing system, and ensuring consistent quality of service.
Building the Team:
The first step in providing technical support with a dedicated team is to build the team itself. Depending on the size of your organization and the complexity of your technical infrastructure, you may need a team of just a few people or a larger team with specialized roles.
When building your team, look for individuals who have the technical expertise and communication skills necessary to provide high-quality support. Depending on your needs, you may also want to consider hiring individuals with experience in customer service or project management.
Defining Roles and Responsibilities:
Once you have assembled your team, it’s important to clearly define each person’s roles and responsibilities. This can help ensure that everyone is working together effectively and that there are no gaps in coverage or duplication of effort.
Common roles on a technical support team include:
Support Specialist: Responsible for answering support requests, troubleshooting technical issues, and providing solutions or workarounds.
Escalation Specialist: Responsible for triaging complex issues and escalating them to the appropriate team members or vendors for resolution.
Knowledge Base Manager: Responsible for creating and maintaining a library of technical documentation and troubleshooting guides that can be used by the support team and end-users.
Quality Assurance Analyst: Responsible for monitoring support interactions, identifying areas for improvement, and providing feedback to the support team.
Setting Up a Ticketing System:
A ticketing system is a software tool that allows you to track and manage support requests. It can help ensure that requests are properly prioritized and routed to the appropriate team members, and can provide valuable metrics and reporting to help you improve your support process over time.
When choosing a ticketing system, look for a tool that integrates well with your other technical infrastructure and has the features you need to effectively manage support requests. Some common features to look for include:
Automated routing and prioritization based on issue type and severity
SLA tracking and reporting
Knowledge base integration
Multi-channel support (email, phone, chat, etc.)
Ensuring Consistent Quality of Service:
Finally, it’s important to ensure that your technical support team is providing consistent quality of service to your users. This can be achieved through a combination of training, feedback, and metrics.
Provide ongoing training and support to your team members to ensure that they have the knowledge and skills they need to effectively support your users. Solicit feedback from users and team members to identify areas for improvement, and use metrics such as ticket volume, response time, and resolution time to track performance and identify areas for optimization.
Providing technical support with a dedicated team can be a valuable investment for any organization. By building a team of experts with clearly defined roles and responsibilities, setting up a ticketing system, and ensuring consistent quality of service, you can provide your users with the support they need to operate effectively and efficiently.
Languages Available
Ask us about multiligual support with our new language module:
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Healthcare Support
HIPAA compliance is critical for any medical environment, and technical support plays a vital role in ensuring compliance. Technical support in a medical environment must adhere to HIPAA regulations, which dictate how Protected Health Information (PHI) should be handled, accessed, and secured.
One of the main considerations for HIPAA-compliant technical support is ensuring that all hardware and software used in the medical environment meets HIPAA standards. This includes implementing appropriate security measures such as firewalls, encryption, and access controls to protect against unauthorized access or theft of PHI. Technical support teams must be familiar with these technologies and be able to implement them effectively to maintain compliance.
Another important aspect of HIPAA-compliant technical support is ensuring that all staff members who handle PHI are trained and aware of HIPAA regulations. Technical support teams must work closely with healthcare providers to educate staff members on how to properly handle and secure PHI, such as creating strong passwords and using two-factor authentication. Additionally, technical support teams should provide ongoing training and support to ensure that staff members remain up-to-date on the latest HIPAA guidelines and best practices.
In addition to implementing technical measures and training staff members, HIPAA-compliant technical support must also have appropriate documentation and record-keeping processes in place. Technical support teams should maintain records of all system configurations, security measures, and access controls to ensure that they are being implemented correctly and consistently. This documentation can be critical in demonstrating compliance during audits or investigations.
Finally, HIPAA-compliant technical support must be available 24/7 to address any issues that may arise. Technical support teams must be responsive to medical providers’ needs, particularly in the event of a security breach or other critical incident. Fast response times and effective problem-solving can minimize the impact of any security incidents and help healthcare providers maintain compliance with HIPAA regulations.
In summary, HIPAA-compliant technical support in a medical environment is essential for maintaining compliance with HIPAA regulations. Technical support teams must be familiar with HIPAA guidelines, implement appropriate technical measures, provide ongoing staff training, maintain detailed records, and be available 24/7 to address any issues that may arise. By doing so, healthcare providers can ensure that they are handling PHI in a manner that is secure, confidential, and in compliance with HIPAA regulations.
Hospitality Technical Support
Technical support is essential in the hospitality industry to ensure the smooth operation of technology and infrastructure used in hotels, resorts, and other hospitality establishments. Hospitality technical support encompasses a wide range of services, including hardware and software support, network management, security, and guest support.
One of the primary functions of hospitality technical support is to maintain and support the hardware and software systems used in the hospitality industry. This includes guest room technology such as TVs, remote controls, and sound systems, as well as back-end systems such as point-of-sale systems, inventory management software, and customer relationship management (CRM) software. Technical support teams are responsible for monitoring and maintaining these systems to ensure that they are functioning properly and are available to guests and staff at all times.
In addition to hardware and software support, hospitality technical support also includes network management and security. Technical support teams are responsible for monitoring and maintaining the hotel’s network infrastructure, including wired and wireless networks, firewalls, and routers. They are also responsible for implementing and maintaining security measures such as access controls, intrusion detection and prevention, and antivirus software to protect against cyber threats and unauthorized access.
Another critical component of hospitality technical support is guest support. Technical support teams must be available 24/7 to address any issues that guests may encounter with hotel technology, such as issues with room keys, in-room entertainment systems, or Wi-Fi connectivity. They must respond quickly and effectively to ensure that guests’ needs are met and that any issues are resolved promptly.
Hospitality technical support must also be flexible and adaptable to the changing needs of the hospitality industry. With the rapid pace of technological advancements and innovations in the hospitality industry, technical support teams must be able to quickly learn and adapt to new technologies and systems. They must also be able to work closely with hotel management and staff to understand their unique needs and requirements and provide tailored technical support solutions.
In summary, hospitality technical support is critical for the smooth operation of hotels and other hospitality establishments. Technical support teams are responsible for maintaining and supporting hardware and software systems, managing and securing the hotel’s network infrastructure, providing 24/7 guest support, and adapting to the changing needs of the industry. By providing effective and efficient technical support, hospitality establishments can ensure that their guests have a positive and memorable experience and that their operations run smoothly and efficiently.