Customer focus teams
As an alternative to faceless call centers, our engineers operate in small Customer Focus Teams. This provides a highly professional and personalised service. Knowledge and skills are pooled and delivered to groups of customers to ensure we really get to know your systems and staff.
All of our engineers hold professional IT qualifications backed up by real world experience. We combined specialisations within Customer Focus Teams to give breadth of knowledge and allow engineers to work together to make expert decisions when troubleshooting. This reduced resolution times and helps the avoidance of issues.
Each Customer Focus Team is assigned a set number of customers. This enables them to get to know you personally and develop an in-depth knowledge of your system. The Customer Focus Teams include a Senior Consultant (who manages your team of Support Engineers) and a dedicated Account Manager to ensure the smooth delivery of our service to you.
- Graeme - Senior Consultant
- IT Support experience: 7 yrs
- Certification: Microsoft Certified Systems Engineer and Cisco Certified Network Associate
- I'm responsible for overseeing the work performed by the support engineers in my team which looks after 25 customers. As well as looking after your company's on going support needs, I will assist with system upgrades and enhancements. I will liaise with you to explain your options and ensure you make cost effective decisions that enhance the stability and security of your system. When solutions are implemented I will project manage the work.
- Steve - Support Engineer
- Experience: 3 yrs
- Certification: Microsoft Certified Systems Administrator & Cisco Certified Network Associate
- I've now been with Octavia for 2 years. Along with the other guys in my team, I look after 25 customers dealing with a broad range of issues on a daily basis; I'm also a Lotus specialist. Our customers vary in size and are from a range of different industries. All of them have different pressures and requirements which we have to understand and account for. It is incredibly satisfying to know that you are helping people by making their IT work for, rather than against them.
