Advancements in technology continue to increase the complexity of customer needs. As a result, Aureon Contact Center delivers multi-tiered technical support solutions designed to support your brand’s customer experience. With the right support in place, customers get back to using your products faster while your internal teams stay focused on their core responsibilities.
To meet a wide range of support demands, Aureon offers three service tiers. These tiers range from resolving standard issues in a shared environment to addressing highly complex challenges in a dedicated setting. In addition, our teams support a broad mix of network and software systems. No matter how complex the technology becomes, Aureon equips agents with the skills required to support your customers effectively.
Three Tiers of Technical Support
- Tier 1 — Technical support agents use proven processes to handle standard technical issues.
- Tier 2 — Technical support agents handle escalated and/or complex issues using more sophisticated troubleshooting.
- Tier 3 – Highly skilled technical support agents handle your most difficult and large-scale issues, including big impact enterprise issues.
Every customer interaction shapes how your brand is perceived. For that reason, training programs are built around your specific applications and use cases. By working closely with your team, Aureon ensures agents understand your brand voice, products, and expectations. As a result, customers receive support that feels consistent, informed, and aligned with your internal standards.
During onboarding, our team works directly with yours to understand the details of your business and its unique requirements. At the same time, agents are selected based on education, experience, behavior, and a genuine desire to help others. This approach ensures the right people support your customers and deliver a consistently strong experience across every interaction.
Reliable Data
In addition to direct support, Aureon provides visibility into customer technical challenges. Whenever customers reach out, interactions across every tier are captured within an omnichannel platform. That data then feeds detailed reporting, trend analysis, and performance insights tied to your product and support
Whether you’re trying to decide what new features to add to your product or monitoring performance issues, we provide a clear understanding of what your customers want. We take the time to learn and understand your business in order to develop streamlined processes that increase consistency, accuracy, and productivity while delivering an unparalleled customer experience.
Technical Support Offerings
We support a variety of services including:
- Triage Service
- Point of Sale (POS) Support
- Kiosk
- Bug Tracking with Apps
- Hardware Troubleshooting
- iOS App Support
- Android App Support
- Remote Onsite Support
- Mobile Communication Support
- Wireless
- Internet of Things (IoT)
- Remote Monitoring Hardware
