To give you a little bit of background on myself, I have worked in IT support for nearly two decades providing telephone support of one kind or another and I am no stranger to IT. I am the Network Administrator for Cougar Mountain Software. This means I support the company and their customers. I am just as likely to change out a PC power supply for an employee as I am to help someone install DENALI on their server in Dubai.
What I can tell you about us is that we treat support differently from any company I have worked at before. For starters, we have a small support department with fewer than ten people. This small department allows us to each have our own specialties, and be able to support each other as a team. If one person encounters an issue they are not familiar with, it is simple to scooch over and ask someone who does know. In this way, being a small group improves our efficiency so we can help people faster. We have an excellent turn around time; we are able to help most customers in a few hours time. Considering that you are lucky to even receive an initial call or email back from most software companies within two days, I think that is pretty impressive.
The range of what we do to provide support is pretty extensive as well. Our installation services are comprehensive. Believe me, I am normally the one doing it. Most software companies will provide directions on installation and leave it at that. In their minds, if you get an error during the install, it’s too bad, and if Windows has a problem, good luck getting it fixed. My goal here is to help the customer install the software and have it work to their expectations. This means I use my IT experience to help them get any errors resolved. I have researched software conflicts, hardware conflicts, and been able to provide a resolution nearly every time. Sadly, there are times when there is not much I can do. I am, after all, just a voice on the phone. Even with control of your PC, it is not the same as being there with the PC in hand. In those situations, I can work with a local IT person and provide some insight on what is wrong to fix it faster.
What I hate to do the most is refer you somewhere else. I don’t want to tell you to contact Microsoft. I don’t want you to call your anti-virus company to find out why your anti-virus software is causing problems with Denali. I don’t want you to have to contact your printer manufacturer to get your printer working with our software. I have tried to contact big companies in the past; it is a difficult proposition at best.
I am not saying we do not have limits here. I can’t write a new printer driver for you so your old dot-matrix tack printer will work on your brand new Windows 7 PC. I can’t reformat your PC from here. I can’t make our software run on a Mac (unless you have an Applianz machine). I might have my limitations, but I will do everything I can before I tell you that, and the rest of our support team feels the same way.