Tech Support
Deliver quality tech support—under your own brand.
Enjoy a 24x7 technical support service that is fully branded and customized to your business, including custom greetings, troubleshooting processes and escalation paths. NRTC serves as an extension of your team and ensures a quality experience for your subscribers.
How would you grade your current tech support?
NRTC's toll-free subscriber support includes Tier 1 and Tier 2 support for basic connectivity, browsing and e-mail; basic support for DSL, cable modems, wireless and two-way satellite connectivity; and tech support for voice and video, including IPTV. We have your "Triple Play" subscribers covered.
NRTC's TrueBand call centers provide the following assistance:
- Windows and Mac operating system support, for the current vendor-supported versions.
- Web browser configuration and troubleshooting support for the current vendor-supported versions of Internet Explorer, Netscape, Safari and Firefox.
- Basic configuration and troubleshooting support for e-mail clients including Outlook/Outlook Express, Thunderbird, Apple Mail and TrueBand Webmail, for the current vendor-supported versions.
- Basic configuration and troubleshooting support for news reader programs including Free Agent, Microsoft Internet News, Netscape News and Newswatcher, for the current vendor-supported versions.
- Basic configuration and troubleshooting support for FTP clients, including WS-FTP and CuteFTP, for the current vendor-supported versions.
- Connectivity and performance troubleshooting to subscribers making inbound calls, using a standard process and guidelines agreed upon by NRTC and the member ISP. Guidelines will include documentation on equipment make and models that the member ISP provides.
- Limited router support for two of the most common routers—Linksys and Netgear. (They must have been manufactured within the past two years.) This includes helping the customer reset the router and check IP and DHCP settings. Network support for businesses (four or more computers) will be referred back to the member ISP.
- Basic troubleshooting and support for Wi-Fi equipment and DSL, satellite and cable modems.
Our technical support service features:
- Toll-free service for your subscribers (NRTC pays for the telephony)
- Four call centers, located in South Carolina, Missouri and two in upstate New York
- Real-time, Web-based access to your trouble tickets and a feedback portal to communicate with tech support managers
- Toll-free monitoring number, so you can listen to calls, any time
- Daily access to switch reports, so you can see statistics on speed of answer, abandoned calls and talk/hold time, why your subscribers are calling tech support, how their problems were resolved, etc.
- NRTC's onsite support center manager serving as your advocate