Technical Support Capabilities

Element Gives 24/7 Tech Support to Cable, Internet, Broadband, Satellite and Telecommunications Companies

Element’s trained technical support engineers handle over 90,000 calls a month. They support more than 100,000 cable and Internet subscribers and an additional 300,000 hotel rooms each month.

We have a full training department including in-house Cisco CCNA, CompTIA+, digital video, analog video and VoIP technical programs. We also have a Research and Development department that created (and supports) our proprietary ticketing system.

Our Quality Assurance department analyzes your account needs and process requirements from generating reports to applying industry best practices for the best possible customer service.

Outsource all or part of your technical support needs to Element Customer Care.

CAPABILITIES

•High Speed Internet Support
•Tier 2 Internet Support
•Tier 3 Internet Support

•Voice Technical Support

 

•Video Technical Support
••Analog
••Digital
••Pay-per-view/VOD
•NOC Monitoring

EXPERIENCE

Ticket Systems
Computer Associates
SoFront
Remedy
Resolv
Element's ETS
Other proprietary systems

Switches
Paradyne DSLAM
SMS DSLAM
HiTron
TUT
Teledex
Cisco LRE/Cosco Ethernet
HP Ethernet and fiber family
D-Link
Linksys

Internet Products
ADSL/VDSL HPNA
Dial-Up
WiFi
Ethernet
Cable/Coax
Powerline
WiFi
Trango
Colubris
Strix Systems
3Com
Motorola Canopy
Cisco
D-Link
Linksys
Buffalo
Netgear

Modem/CPE
2 Wire
Motorola Surfboard
TuT
Cisco LRE
Hitron
Elastic
Arris
Data Head-Ends
Cisco
Arris
Nomadix
Terayon
Colubris
Knovative
Big Band
Pfense
and more.

Provisioning Systems
IBBS
Alopa
WiBoss
Aradial
Iris
Passym
CEON

Monitoring
SNMPC
Nagios
OpenNMS
Cacti
MRTG
PRTG
ETS (In-house)

TECH SUPPORT CALL FLOW

1.

Customer Service Representative receives call

  • Verify active subscriber status        
  • Handles Moves/Adds/Changes
  • Preliminary trouble-shooting (based on client capabilities)
  • Verify that customer has service
  • Billing questions

2.

Tier 1 Tech Support – “From fingers to wall plate”

  • Check end users physical connectivity to network

 
  • Check configuration issues for the following platforms

    Microsoft Windows (9x/Me, 2000/2003, XP, Vista)

    Apple OS X

 
  • Desktop Application Help

 
    • Web browsers
    • VPN

 
    • E-mail clients (i.e. Outlook)
    • VOIP

 
  • Networking (LAN) Verification
    • Check head-end status/availability using client diagnostic tools
    • Core LAN component availability (i.e switches, CMTS, access points)
    • Verify IP connectivity with diagnostic tools/ utilities (PING, Traceroutes)

 
  • Non-PC Device set-up (based on client requests)
    • PDA and Pocket PC (IPAQ and Palm)
    • Gaming Stations (i.e. Xbox, PlayStation2)

3.

Tier 2 Tech Support – “From wall plate to router”
  • Network analysis

 
    • Calling/troubleshooting with ISP
    • WLAN/LAN uptime and availability of CPE’s (Bridges, switches, gateways and WAP’s)
    • Verify central server availability (i.e. radius, management portals)
    • Authentication issues (Radius, provisioning based on customer system)

4.

Tier 3 – “From Router to Internet ”

 
  • Network Configuration and Verification
    • Wireless analysis (signal measurements based on provided tools)
    • Line testing (CAT-6, CAT-3, xDSL) if test equipment is provided
    • Failure analysis (what is the root cause of problem?)
    • Check or verify hardware (WAP, switches, gateway) firmware configuration
    • Software patch server through the tools provided by Engineers

 
  • System Administration
    • Verify software processes are functioning
    • Network management tools administration (i.e. interpret SNMP information)
    • System error logs and alarm analysis
    • Analyze and act upon network anomalies

 


Billing services, tech support and a customer service call center to drive your business