New Helpdesk, Tech Support
service for TelEm Group DSL
POND ISLAND--St. Maarten Telephone TelEm Group will be launching a new Helpdesk and Technical Support service for the company’s popular TurboNet DSL broadband product.
As a result of the new service, TelEm Group customers can now call 548-4357 (HELP) for direct contact with trained technical staff members who will assist them with any DSL-related problems via telephone. In the event the customer’s problem cannot be fixed online and additional assistance is required, the Helpdesk agent will log in the information and assign a field technician to the customer for a visit.
The new Helpdesk and Tech Support service performed successfully in a soft launch this week. Now managers are ready to put the system to the full test of TelEm Group customers starting today, Monday, December 1.
According to DSL Project Manager Carlos Monsanto, a Curaçao-based company has been contracted to carry out the Helpdesk and Tech Support work on behalf of TelEm Group. “The company has many years of experience dealing with thousands of customers in Curaçao, so we are confident they will be able to do an impressive job with our customer base in St. Maarten,” said Monsanto.
He said the new service had been months in the planning and was fully integrated into TelEm Group’s Customer Service, Technical and Billing Departments. “For the service to work optimally, all departments have to work in synch so that customer experience is seamless and the customer’s problems are resolved without any drama,” Monsanto said.
He said the new service would address one of the shortcomings of the previous helpdesk system operated by TelEm Group: that service shut down to the public from 5:00pm and was only available on weekdays. “The new service will be open to the public from 7:00am until 11:00pm seven days a week with a long-term target to offer a 24-hour service if necessary,” Monsanto added.
Another reason for the additional Helpdesk and Tech Support is an increasing demand for the superior broadband speeds now being offered by TelEm Group. “Business and residential clients are making use of more bandwidth-intensive equipment and applications, and continue to demand a reliable and cost-effective service,” Monsanto said.
