Technical support is at the core of what we do at Optimum Networking. We utilize the latest technologies, the best tools and best of breed hardware and hosted platforms.
When it comes right down to it, technical support is not only about technology. It is about people supporting people. As a business owner, you want to be assured that in your company’s darkest IT hour, your IT support team will not only be competent and efficient, but they will also genuinely care about resolving your problem.
Optimum Networking is built around our Support Desk. The talented engineers on this team are broken into pods, each of which support a dedicated client list. Engineers are trained to raise their hands if they are not able to resolve an issue quickly and ask their team members for support. Our Support Desk hours are Monday-Friday 6AM-6PM with the on-call engineers filling in evenings, weekends, and holidays.
Our Support Desk engineers are handpicked for both their technical and people skills, and we implement ongoing training in both areas. They are also full-time employees. We do not outsource our Support Desk offshore or to a generic call center. Because we do not outsource, we maintain the highest level of quality and the fastest communication to resolve some of the trickiest technical calls. Quality local support for our valued clients is our top priority when it comes to Support Desk services.
To ensure that our team is meeting and exceeding our goal of service excellence, we listen to our clients through the Smile Back Program. Smile back is a tool we implemented in March of 2016. Since then, we have been encouraging our clients to give us feedback on each service ticket we work on with them. The results have demonstrated our commitment to excellence.
A recent report showed that our response rate for this program is at 65.5%. That number is remarkable, if you consider how busy our clients are on a day-to-day basis. Despite this, they take the time to give our team the feedback it needs to continually improve.
And how did our team do? The same report revealed that our positive responses are at 97.7 percent, 2.7 percent above the industry benchmark. We also revived many positive comments like:
“Jim was so, so professional, smart pleasant and problem solved our long-winded problem until it was completed. The next day Ryan followed up to make sure we were happy”
“Miriam had an idea of what the problem was and quickly resolved the issue! Thank you!!
“Nate was very helpful in resolving my issue and explaining why it happened and what to do if I experience it again. He was kind and courteous!”
And these are just a few of many.
The men and women on the Support Desk work hard to resolve our clients’ issues, so this type of feedback really makes their day.
Of course, nobody is perfect. We need to hear from our clients even when things are not going well. In these cases, we have our Support Desk Manger and Account Managers who quickly follow-up to resolve any outstanding issues.
With our dedicated team, best of breed technologies, Smile Back program and dedicated Account Managers, Optimum Networking stays focused on what is most important—People supporting People.