News
The Help Desk Routine
- What you as a client can expect when you call into our new helpdesk.
As our clients’ needs grow, so does our technical support infrastructure. We’ve redesigned the process to make your support experience faster and less stressful. We understand your work centers around your computer; but, our work centers around your computer too. We want to keep you up and running for as long as possible. Below are some things to expect when you call in. Knowing these ahead of time will make the support process run even smoother.
The Queue
In order to field more calls at one time, we have implemented a technical support queue. When you call in asking for support, you will be placed into the queue and your call will be answered promptly. More often than not your call will be answered immediately.
Remote Support
Before we schedule a technician to look at your problem onsite, we will first determine whether the problem can be solved remotely. This will save you time and money. After asking some basic troubleshooting questions, we may ask that you allow us remote access to your computer. Do not be alarmed! Though it will look like your computer is doing things on its own, a trained and certified professional is in fact looking at your problem first hand and resolving it.
Our multi-tier help desk system will ensure that your issue is escalated to the technician most qualified to resolve your issue. If we can not, however, resolve your problem remotely, rest assured that our efforts have provided us valuable knowledge to your issue. This knowledge will be documented in our new support ticketing database and passed along to the technician assigned to your problem. This will lead to a faster resolution onsite. No attempt need be in vain.
The Questions
Here are some questions our technical support staff may ask you when you call in for support. The more information you have ready for us the faster the process will go.
What activities were you doing on your system when the problem occured?
How long as this problem been occurring?
Have you made any changes that may have led to this issue?
Are other people affected by the problem?
Have you recently rebooted the system in question?
How to Contact
Many of our customers already know to call us at 614-792-2667. This will lead to our general phone system. From there you may ask for technical support and be forwarded to our technical support department. However, there is another way to reach our support department directly: by email! Our technical support email is support@compucorp.net. This will likely be the most convenient mode of contact available to you. If you summarize your issue and leave a call back number, we will reply as quickly as possible either by phone or email with the next necessary steps to resolve your problem. For emergencies which occur after hours, our VoIP telephone system will forward your call to an on-call customer service representative. Just follow the steps of our automated attendant.Please feel free to contact us at any time - we’re here to help.