My name is Ryan Flynn. I am the Technical Support Manager @ Telvent Miner & Miner.
First, I want to apologize for any delay in issue response or resolution. As the new manager of this team, I am very focused on improving response and resolution time, in order to increase customer satisfaction with our Technical Support.
We recognize our response and resolution times are unacceptable. I take full blame and responsibility for fixing this problem.
We are implementing three key changes this year to address this problem:
1 - We are hiring 4 more Technical Support Engineers; doubling the team from 4 to 8 Technical Support Engineers. The first of these new hires is already here; he started in early March. The second of these new hires starts April 20th.
2 - We are implementing a tiered support system, in order to improve response time, time to assign an issue to a Technical Support Engineer, and time to escalate to Tier 2, and eventually Tier 3 if necessary. This escalation path will put the more complex, in-depth issues into the hands of a more seasoned, experienced Support Engineer quicker. It will also allow the Tier 1 Support Engineers to take on and respond to more FAQ or how-to type issues quicker.
3 - We are implementing a client web portal where our clients and business partners can submit, view, update and close their support issues. This will be launched and announced within the next 2 weeks. The 2nd phase of this client web portal (coming in Q4) is an online knowledge base of known issues, workarounds, solutions, bugs, FAQs, etc.
I am passionate about improving response times, resolution times, communication and your visibility into your issues. If you would like to discuss these changes, or anything else related to Technical Support, please do not hesitate to email or call me.
Ryan Flynn | Director of Customer Support | Schneider Electric - Smart Infrastructure Division - Utilities Group Vertical | email@example.com | office: 970.223.1888 x340