SURE Technical support department overview

SURE Technical support department and SURE Technical support center is a company's organizational unit that comprises of the team of technical experts and operators organized with the purpose to provide support, maintenance and help for customers and users of the products the company sells. SURE can provide Technical Support through phone and e-mail. In addition, SURE technical experts can arrange remote support sessions based on the latest remote assistance technologies, and diagnose the user's computer problem.

SURE Technical support department goals and Tasks

SURE Technical support department has main goal of providing services at appropriate level to help customers and users to resolve raised issues and problems. If a customer reports about an issue that has not been encountered before, it will be assigned to an appropriate support team member. SURE Technical support team has the following main tasks:

• Provide technical support and advice (webinars, remote sessions, e-mail and phone support).
• Receive customer feedback and suggestions.
• Log and document product enhancement requests.
• Communicate with other departments.
• Inform customers and users about updates, resolved issues and fixed bugs.
• Providing IT resources as the customer Needs.

SURE Technical support department workflow and functions

The workflow of SURE Technical support department begins with receiving customer request and task assignment and finishes when customer request is satisfied and all technical issues with product are resolved.

1. When the user contacts the support team for help, one of the operators logs the call or the e-mail request in an issue-tracking system and creates a reference number.
2. If the issue is already known and resolved, the operator informs the user about that and gives an advice or a workaround solution.
3. If the issue is a new one and not met before, the operator gives an estimated time of when the problem will be resolved and solution will be provided
4. The operator will send it to all support engineers
5. Technical support manager will assign it to one of the support engineers to resolve it in cooperation with development team if needed.
6. If the problem is a development issue, the technical support manager will contact the development manager to assign one of the developers.
7. Technical support manager takes care of deadlines and controls problem solving process by tracking tasks of the support service engineer.

 
To functions of SURE Technical support department defines its workflow. If looking through the workflow and the operations the support service team carries out there can be highlighted the following main functions:

• Design and implement new development projects infrastructure.
• Providing technical support service and consultation
• Processing and transferring product enhancement requests
• Product pre-sales and demonstration
  

Support Guide:

• Our IT Helpdesk provides first-level technical support for all our clients.
• We are dedicated to servicing the technological needs for all our clients, by providing detailed resolutions and general system information for all types of problems.
• We will ensure your inquiries are answered to your satisfaction as soon as possible.
• Our goal is to be a continuous part of the success of each implementation.
• We are ready to respond quickly to any questions or issues our customers may have.
• We offer customer support with targeted service-levels and our aim is to provide easy access to knowledgeable customer support staff who can answer the questions.
• 8 x 5 Access to product experts in our Technical Support Center via telephone and email
• 24 x 7 accesses for production down incidents
• Proactive support incident management
• Product updates, including enhancements
• Remote diagnostic services
• Assurance of production operations for customers
• Proactive notification of problems with the customers

SURE Technical Support Center and communication channels

 
SURE Technical Support Center provides technical support and a single point of entry. Through this point of contact, customer access is simplified and routed. The customer should contact the customer support center through any on the below communication channels

• Direct dial phone
• Support  (support@sure.com.sa)
• Helpdesk (Helpdesk@sure.com.sa)
  

When the customer have a question or encounter a problem or error, he must contact the SURE Technical Support Center. All contact with SURE Technical Support Center will be logged in call tracking system. Each issue is assigned a unique Incident Number that enables SURE Technical Support Center to track and communicate the status and progress of the incident. SURE Technical Support Center works to proactively manage the incident.

IT Outsourcing services:

SURE Technical Support Department can provide the IT Outsourcing services. SURE Technical Support Department had a lot of running IT outsourcing project especially in the government sector. SURE Technical Support Department IT Outsourcing services can manage your networks, servers and computers; we are supporting customers in all Kingdom of Saudi Arabia.

SURE Technical Support Department IT Outsourcing services can help your existing team by providing core services in procuring hardware and  software ,we can protecting your information with leading security, supporting administrators and end users.

All of our IT Outsourcing services are designed to make your IT simple, manageable and affordable. Let SURE Technical Support Department IT Outsourcing services manage your IT so you can better focus on your business.