Technical Support and Caller Solutions
The support you need while building and operating a broadband network
We’re not just taking calls. We’re solving your customers’ problems.
- Resolution: resolving your customers’ issues on the first call
- Customer Experience: creating a positive overall experience for your customers
- Support: providing critical support that allows you to focus on operations
Custom Knowledge Base
The broadband business is always evolving, and our technicians stay on top of changes in technology. As new systems, devices and approaches are introduced, information is constantly added to an electronic knowledge base customized to your network. When your customers call for support, our technicians have a wealth of information at their fingertips to research error messages and quickly identify, troubleshoot and resolve customer issues. This collaborative knowledge base allows our team members to provide quality support with your company-specific data.
Fully Equipped Lab
Sometimes the best way to help a customer troubleshoot their broadband connection is to simulate their particular setup and circumstance. We have invested in a comprehensive support lab that includes components from an ever-increasing number of vendors, enabling our team members to recreate a caller’s network setup — from ONTs, routers and security systems to set-top boxes, IP phone systems and more.
Brands of equipment in the lab:
75 % reduction in truck rolls
Your organization could see up to 75% reduction in truck rolls.
93 % first call resolution
Your organization could see up to 93% first-call resolutions.
All you need to create an amazing customer service experience
- Detailed Reports
- 17+ Years Experience
A different approach
Electric Utilities and Broadband
As an electric distribution utility, you have a commitment to outstanding customer service. We match that commitment with our deep knowledge of technology and our years of experience to provide Technical Support and Caller Solutions to your customers.
Partner with a company that not only shares your customer philosophy, but also understands the challenges of supporting IP-based services.
Traditional Power Outage Reporting
Network Support Services also provides traditional reporting services for power outages. As your response center, we will take outage calls 24/7, after hours or only when you need overflow support. We will collect caller information and deliver it to you in a format that best meets your needs.