How is the hot-line/help desk structured and staffed?
When you call the Support Center, you are directed to a call menu from which to select the product on which you need assistance. The call is then forwarded to the appropriate help desk professional. In addition, all help desk staff have access to the Support Center e-mail box and receive notification messages on-screen when a client e-mails a support request. The support staff report to the eBusiness Center Manager. The eBusiness Center Manager meets with the Support Center team every morning to review open tickets, helping to ensure these issues are receiving the proper attention.
