MSys Technologies works with some of the worldâ€™s leading data storage and infrastructure solutions providers in the US, EMEA and APAC to provide multiple layers of cost-efficient technical support and superior customer experiences.
Online PR News – 03-June-2013 – Atlanta, Georgia – Recently, MSys Technologies has made its presence felt in the field of Technical Support Services/Help desk. With its in-depth technical expertise in virtualization technologies, and block and file storage, MSys has catered to and is currently working with some of the worldâ€™s leading data storage and infrastructure solutions providers in the US, EMEA and APAC through multiple mediums such as voice, web tickets, chat and email.
MSysâ€™ strong commitment to technical support services and its excellent performance record gives its customers an added edge in the global market place, thus scaling it up to the role of a collaborative partner. MSys provides multiple layers of technical support ranging from level 0 to level 3 worldwide, and FAE (Field Application Engineer) support in Southeast Asia. Responsibilities in each level range from processing of service requests to identifying and providing effective solutions.
Critical Technical Support Tasks:
The MSys technical support teams perform highly critical tasks for their clients, which include:
â€˘ Maintaining and implementing storage best practices and storage life cycle management.
â€˘ Managing all aspects of installation, configuration and administration.
â€˘ Troubleshooting performance and storage-related critical issues.
â€˘ Tracking and identifying patterns and potential problems using a sophisticated Service Request Management System.
â€˘ Overseeing and ensuring the robustness, security, and scalability of storage and related infrastructure.
â€˘ Meeting storage service-level requirements.
â€˘ Providing remote phone and e-mail support.
â€˘ Installing, supporting, and debugging product lines.
â€˘ Processing RMA requests.
â€˘ Providing RMA parts replacement services directly and in collaboration with local partners.
Support technicians analyze the situation and provide resolutions strictly within the SLA (Service Level Agreement). Customer installations are documented, along with trouble ticket responses and solution designs.
Support personnel are also responsible for understanding company processes and resource utilization to complete assigned tasks, contributing to the knowledge base, updating the CRM/ERP, and managing customer relationships post sales.
Typical Support Engagement Model:
The MSys Support Engagement model in brief:
â€˘ Begin with a pilot team of trained support engineers.
â€˘ Focus on increasing quality of service, productivity and cost optimization.
â€˘ Gradually increase the offshore team size and complete the transfer of the onsite team to offshore.
â€˘ Maintain a cost-efficient disaster recovery location.
â€˘ Provide a hybrid model of support personnel at multiple locations including US and EMEA if required.
The MSys Advantage
The MSys support team comprises well-qualified and experienced engineers who deliver superior customer experiences with high First Call Resolution (FCR). MSys has also reduced costs by huge margins compared to in-house and other offshore support centers leading to a sizable increase in customer satisfaction.
To keep track of the support teamâ€™s daily transactions and report performance to the stakeholders, MSys has developed many web based applications and internal tools. It uses rigorous monitoring and coaching methodologies, result-oriented rewards, and recognition programs to continuously improve its personnel and processes.
For more details about MSysâ€™ technical support services, visit http://www.msys-tech.com/Technical-Support.php
MSys is an innovator in offering IT services and domain specific automation software, and delivers unprecedented value at an affordable cost in the areas of storage, servers, DR/BC, and virtualization.
MSys emphasizes customer service and post-sale technical support as critical service differentiators that help the organization to stay ahead in a highly competitive business environment.
For more information, visit http://www.msys-tech.com