Help Desk

Due to the growing number of wireless users and increasing complexity of support, organizations are finding they simply do not have the proper capabilities, nor can they handle the call volume generated from their mobile workers.

Our company owned, full service help desk can provide your end-users with a 24/7 single point of contact to resolve issues and gain access to quality Tier I and Tier II support.

Comprehensive Support

ProfitLine is equipped to handle the full range of your user's wireless issues, from order inquiries to complex technical troubleshooting including:

• Activation of service
• Syncing company and data device (i.e. Blackberry) email accounts
• Answering basic "how to" questions, settings, functionality
• Handling order inquiries (order placement, status, etc.)
• Resetting voicemail
• Adding/Removing features
• Warranty replacements
• System outage alerts
• Troubleshooting international devices

Technical Support Expertise

Our Customer Care Representatives possess deep wireless industry experience and continually undergo formalized training programs to ensure they're able to meet the complex demands of our clients. Our technical expertise includes:

• Cellular, smart phone, satellite phone, aircard and pager support
• Good, Windows Mobile and BES administration
• Help Desk integration

Consistent and Visible Metrics

Make sure your end-users get the best support possible. Client satisfaction is our key driver and that is why we measure critical help desk metrics and report those to you on a regular basis. Regular reporting metrics include:

• Calls offered and calls handled
• Number and percentage of abandoned calls
• Average time to answer an incoming call
• Average call duration
• Number and percentage of issues resolved with the first call
• Customer satisfaction scores

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