We create a
team structure and ticket delivery process that allows us to meet your
customers and provide them with a more personalized experience. Our technical
support engineers have been selected for their ability to listen, understand
problems, and find IT solutions that allow customers to move on quickly.
One of the many
differences that our end customers appreciate is a Live Voice Outsourced Help Desk, ready to answer
your calls and questions; no queue or auto-attendant! As an extension of your
team, we can customize a private label program that includes receiving calls
from your customers as your business.
We are only in
the United States. This includes the service providers we work with, compatible
end-user subscribers, and the technology providers we resell.
Our Midwest
Network Operations and Services Center (NOC) in Cedar Rapids, Iowa, has
accredited support engineers. Collabrance has dedicated subject matter experts
or SMEs to each part of our standardized technology stack. Develop your IT
services team with highly qualified IT professionals at Collabrance MSP Service Desk, committed to
providing excellent service.
Service Desk Hours
Help Desk Services
Collabrance has engineers
arriving from 5.30 p.m. Mr. CST to resolve high alert issues, so that customer
environments are ready to operate without having to face major technical
problems when they arrive at work. Our call center has a full team during standard
business hours to provide coverage and technicians ready to answer customer
calls. Collabrance offers a real-time response support service from 7:00 a.m.
7:00 p.m. CST and after-hours assistance for an additional charge.
Technical Expertise
Technical
references are essential, but customer service is necessary. We make sure that
our team members take care of their customers.
Certifications
- AAS, BS, BA Degrees
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- HDI Support Center Analyst
- HDI Knowledge-Centered Service
Foundations
- Datto Certified Advanced
Technician
- Fortinet NSE4 Security
Professional
Skills
- Backup
- Disaster Recovery
- LAN Management
- Network Administration
- Server Administration
- Security
- Microsoft Exchange
- Unified Threat Management (UTM)
The HDI
Support Center certification recognizes the support center's commitment to the
excellence, efficiency, and quality of services of more than 80% of the members
of the service center team who obtain HDI certification.
What technical knowledge and personnel does your team need?
Service providers working with
Collabrance will need an engineer who can help SMEs solve pre-sale problems and
carry out the project work associated with managed services. This requires good
practical knowledge of computers, servers, and network infrastructure (for
example, switches, routers, firewalls). Your active role in the sales and
support process will require the ability to build relationships with customers
and their teams. This person must have more than six years of experience in the
implementation and administration of servers and networks.
Service providers will also need a
technician who can help with the implementation of tools, integration, and
direct support associated with managed services. This requires two years of
experience and practical knowledge of computers, servers and network
infrastructure (for example, switches, routers, firewalls). Your active role in
the sales and support process will require the ability to build relationships with
customers and their teams. CompTIA A + and Network + certifications are
recommended.
