Our customer support team is dedicated to understanding the needs of each and every customer to meet their requirements as quickly and effectively as possible.
Cognotec’s Support Centre staff are your issue managers. Highly trained in all Cognotec products and services, we tackle issues systematically and professionally to guarantee rapid resolution of any issues.
Cognotec has built and maintains two purpose-built facilities for our front line customer support staff - our Network Operations Centres (NOC), in Dublin and Singapore. These sites provide the main point of contact for our global clients and regional operations teams. The NOC forms a command centre which manages all aspects of Cognotec’s range of dealing services, including telecommunications, system monitoring, data centre and applications support. Using the latest cutting edge tools our NOC staff proactively administrate the services and infrastructure for guaranteed performance and uptime.
Cognotec is focused on providing the highest quality customer service, delivering on our commitment to:
- Increasing customer satisfaction and reducing resolution time
- Predicting problems and instigating resolutions automatically
- Minimising the impact of outages on your organisation
- Creating an environment for exceptional customer service
We consistently resolve more than 75% of all calls at the first level of our Support Centre, which is markedly ahead of the industry norm. For remaining issues, 2nd level support specialists are available on a 24 hour basis |