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Technical Support Committed To Customer Satisfaction

Your First Point of Contact for Resolving Technical Issues

24-7 technical support Staffed with highly skilled EDGE technical support experts, the Technical Help Desk assists clients who have purchased EDGE platform for order management or as part of an eCommerce or end-to-end TotalCommerce solution. They are the first line of defense for dealing with technical issues related to the EDGE platform, including handling inquiries from clients related to management of product defects (bugs), technical QA, product training, and issuance of product and service updates.

The Technical Help Desk is the first and primary point of contact for clients who want to report and resolve a technical issue with their EDGE solution (website/application), or who have technical questions they want answered pertaining to their EDGE application. Inquiries and/or issues may be handled on the phone or submitted online through Jagged Peak’s “Viewpoint” Help Desk system. Viewpoint is a 24x7x365 self-service tool that clients can use to conveniently submit and view the status and disposition of reported issues.

Technical Help Desk tactical duties include:

  • Providing information and answering questions pertaining to EDGE and how it operates
  • Capturing and documenting customer-reported product defects, preparing trouble tickets, escalating issues and communicating resolution to clients in accordance with published SLA guidelines
  • Measuring performance against organizational standards and KPIs
  • Coordinating client UAT of product patches and updates; following up to ensure client satisfaction
  • Preparing and issuing product updates and maintenance notifications
  • Providing input and communicating customer feedback to the product development team for product enhancements
  • Conducting new client and new feature product training
  • Updating and maintaining product documentation
  • Monitoring, managing and enforcing activities related to PCI compliance
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