Empower Support Channels

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Empower Support Channels

We easily assimilate product knowledge and are competent in the requirements of 1st, 2nd and 3rd line support, to whom we deliver hands-on workshops in preparation for launch.

“Loved the insight into faults as a lot of partners don’t understand why we ask for the detail we do…this gives reasons why and quite in-depth. Also explains all the different reasons it can be.”

“Verbatim feedback from delegates and managers I’ve spoken to has been really positive, so thank you 🙂

Whenever new products and services are launched, it is not enough to just prepare and train the sales and pre-sales channels. Once in life, customers need support to help configure the service and to deal with any Moves, Adds and Changes or issues which may occur with the service.

The team at Amphigean have vast experience in developing and delivering learning and development for 1st, 2nd and 3rd line Support teams. We work with Product Managers and Customer Support experts to ensure that programmes reflect the issues most likely to be encountered by these teams. Learning modules are filled with practical examples and critical processes to ensure that effective support is provided quickly, issues are easily identified, appropriate data is captured, and issues with the service are resolved within Service Level Agreements.

1st LINE SUPPORT
  • Product Overview
  • Support Structure
  • Responsibilities
  • Data Capture
  • Guidance/Help
  • Ticketing
  • Customer Dialogue
2nd and 3rd LINE SUPPORT
  • Technical Architecture
  • Configuration
  • Test Tools
  • Typical Issues
  • Data Capture
  • Troubleshooting
  • Ticketing
  • Customer Dialogue