High Speed Internet Technical Support

Customized Support from the Fingers to the Wall-Plate

At Element, we apply advanced customer service from CSG Systems’ software and our technical support experts for cable, broadband and telecommunications industries. We provide our clients with outsourced customer management for every segment of the communications, broadband and media industries, including most Tier 1 cable, satellite and IPTV providers. We have the proven technologies for today and have our eye on the right ideas for tomorrow.


Our industry expertise, innovative product design and unwavering commitment to your success allow us to help you support your business today and into the future.  


► Learn more about our Tier 2 and Tier 3 Internet Tech Support.


Let the American Technical Support Technical Assistance Center (TAC)support your business needs.

Technical Assistance Center (TAC)

  • End-User Technical Support:  24×7
    • Internet:  Cable, Dialup, DSL, Wireless, Satellite, Fiber
    • VoIP and POTS
  • Services Supported
    • POP/SMTP, FP, DNS, NNTP
    • All browsers, email clients, operating systems
    • Antivirus Software, Spam/virus filters
  • Subscriber Experience
    • Custom Greeting
    • 100% recorded calls
    • Average wait time:  46.8 seconds (including IVR time)
    • Average call length:  8.8 minutes
    • Email, IM, remote desktop
    • “Montana Nice”

We offer Internet Technical support for the following:
  • Tier 1 and 2:  “fingers to wall plate” and “wall plate to router”
    • Most popular desktop operating systems
    • Active Windows Operating Systems
    • Active MAC Operating Systems
  • Configuration and support for most active web browsers
  • FTP
    • WSFTP and Fetch Settings
  • Mail Client
    • Outlook, Outlook Express, Netscape Manager, Eudora
  • All dial-up accounts
  • Broadband Accounts
    • Provide assistance by confirmation of configuration using Customer specific settings
    • Verification of Physical connectivity from modem/router to physical connection point.
    • Assist in basic troubleshooting of LAN-side connectivity for CPE.
  • Minor Hardware specific to current services
    • Verify wiring to phone jacks computers, hubs, router and modems
  • Network (LAN) Verification
  • WLAN/LAN Availability (power cycle CPE, Switches, Servers, Etc…)
  • Service Verification (packet loss, trace routes)
  • Status/Availability
  • Escalation for:
    • Physical plant issues
    • Irate customers
    • Advanced level calls

 

Get a Element’s Workforce Automation Solutions flyer.