Support Division being an integral part of Paxterra has proved to be an asset to the company for rendering quality services as well as showcasing reliability and commitment. We thrive hard to achieve quality and to provide complete customer satisfaction. By extending a warm approach to the customers, we also deliver excellent solutions to help them in achieving their goals. Every issue is new and challenging which is why we handle it with utmost care and passion making sure everyone in the team contributes with their valuable suggestions.
Paxterra is providing support for different products. Paxterra’s support team is dedicated to providing the highest level of support possible for our customers. We will provide speedy answers to customer’s technical questions and issues over the phone or via the Web. No hassles, no delays, no finger-pointing. Just fast resolution.
Our support engineers works in shift pattern incorporating 10 hour shifts covering 24 x 7. Shifts are divided based on regions APAC, EMEA and Americas.
Our technical support may be delivered by different technologies depending on the situation. For example, direct questions can be addressed using online chat, E-mail; basic software problems can be addressed over the telephone or, increasingly, by using remote access services; while more complicated problems with the product may need to be dealt with in person.
The levels include the following :
When an end-user requires technical assistance, which might include help with simple problems or general questions, a level 1 technical engineer addresses the queries.
Level 1 engineers are also rigorously trained on customer interaction skills to understand the customer problem, often described in non-technical ways, relate to those customer environments/issues and troubleshoot with customer information in order to provide solutions.
The level 1 technician tries to fix the issues and records the interaction in the knowledge base upon call or Email closure. In the event of a Level 1 technician not being able to fix the issue, the ticket/issue will be forwarded to the Level 2 technician.
Typically Level 2 questions may, for example, deal with advanced features and possible product bugs or failures. Our technician will diagnose and attempt to resolve any issues related to these applications and components by:
- Understanding customer specific environment variables and narrow down on the possible trouble points.
- Performing simulation checks if the problem is not re-traceable.
- Look-up to the KB/apply from experience and offer a permanent/standby solution.
Paxterra is dedicated to providing the highest level of support possible for our customers. Technical issues require technical expertise – both in software and hardware, and a commitment to be available round the clock.
- 24×7 Support
- Unlimited Access to certified technicians and engineers
- Complete diagnosis and troubleshooting of customer problems
- Help for third party software installation
Paxterra’s support division is an leading division of the company that provide the world wide support for the Client’s application. The support division is involved in helping the client’s customer overcome their issues with at most satisfaction and appreciation.
Paxterra benefits include:
- 24/7 Live Support. Paxterra support engineers are always available to help customers. Support is available 24 hours every day of the year for multiple projects. Support engineers have immediate access to Paxterra Lab to resolve any issues that may arise.
- On-Site Service. (Optional paid service) Paxterra will dispatch a trained service specialist to assess, diagnose and resolve problems if necessary.
Paxterra’s Support Engineering is where you come to when you need an excellent support in any manner’s. We Value our customers and serving them is the core of our leadership. Paxterra is committed to providing customer focused, value added and global warranty services. The Technical Support offers a number of support services; it is the one stop shop for resolution to technical issues of the customers. Customers are at the core of everything we do. We listen carefully to their needs and desires and collaborate to find new ways to make technology work harder for them.
In all we do, we’re focused on delivering solutions to enable smarter decisions and more effective outcomes so our customers can overcome obstacles, achieve their ideas and pursue their dreams. Above all, we are committed to the superior long-term value they need to grow and thrive.
How does technical support works?
Many support questions can be answered issues over the phone or via web, the comprehensive online support is available at no charge, 24 hours a day for all the customers. Here is a team of expertise to handle any tech support emergency that may arise. To streamline this even further, we have the ability to remotely access customer’s network to quickly, efficiently, and inexpensively resolve any tech support problems.
Paxterra operates with integrity and commitment and want our customer to be delighted with our service. To achieve it our support team will:
- Be open and honest at all times
- Listen carefully and find the best solution to suit customer needs
- Take individual responsibility to deliver what we promise
- Communicate clearly and concisely
- Be positive, efficient and courteous