In addition, they liaise with ITL’s internal Research & Development Team to identify product improvements, trends and issues ensuring continuous product improvement.
Andy Bassam, VP of Customer Support commented: “Our dedicated Technical Support Team based at the UK head office is now well-established and provides an excellent service to our customers all over the world. It’s broadly made up of two main parts; first-line who give technical support via telephone and email, and engineers who conduct site visits. Part of our overall support strategy is to establish first-line technical provision at our other office locations and expansion is now well underway.”
“The technical support teams have in-depth product knowledge and provide support across our entire product range. Part of their remit is to complete software integrations and conduct product maintenance and testing, and replicate field issues back in the office. They also provide customers with technical documentation which give more in-depth information and assistance if required,” Bassam added.
“We are successfully strengthening our first-line technical support facilities and have dedicated staff now in various locations. This helps is to extend global reach, as well as ensuring that customer queries are resolved quickly and effectively, giving a more direct, localised service. We look forward to broadening this facility to other offices in the near future,” Andy concluded.