Virtela’s Follow-the-Sun Customer Support
My American and Indian colleagues have been blogging away here. I think it’s time for Virtela Philippines to be represented on Virtela ViewPoint.
The Philippines Global Operations Center (GOC) works in full tandem with counterparts in Denver, Colorado and Mumbai, India to provide 24x7x365 customer support.
Sunrise in Manila prompts the Philippine team to get in full gear, ready to perform a smooth handoff from the Denver GOC team. Shortly before Manila’s famed sunset, we pass on support functions to our Mumbai counterparts. As an integral part of Virtela’s global service delivery, the Virtela Philippines team is committed to a seamless transition in the never-ending follow-the-sun customer service support cycle.
Can you trust your Managed Service Provider (MSP)?
In order for a business partnership to be successful, there must be several levels of trust. This is true in any industry, for any business transaction.
In the managed services industry, the issue of trust is paramount. Customers must trust that the services provided – whether network, security, cloud, IT infrastructure management or otherwise – will be reliable and high-performing. Companies also need to trust that the MSP implements the best solution to meet their unique needs. Additionally, if problems occur, the customer must be confident that the MSP will do what it takes to resolve problems quickly; better yet, predict potential problems and fix them before they severely impact the health of the network.
Achieving customer service with a personal touch
When I was asked to write a piece for the Virtela Viewpoint, I knew I wanted to talk about what sets Virtela apart from other companies in our field. There were a number of possible (and great) topics for me to cover. As a senior network engineer here, my expertise obviously lies on the technical side of our business. But rather than regale you with stories about the cloud, VPNs and the like, I thought I’d focus on what I believe truly stands out about Virtela.
A day in the life of a SOC Engineer
Arrive at work a little early to get ahead of the day. I have some tickets to confirm, work, and close. On top of that there are new engineers to be trained on Virtela processes and tenured engineers to be trained on new, more advanced features. And then there is refresher training for all.
Today my focus will be training. Virtela’s Managed Security Services is growing and our group has doubled in engineers in all tier groups. We have a very diverse group of minds and experience. There’s a significant amount of collaboration and cross-training. There are expert engineers for every device and every security concept.
Customer Support, beyond the warm and fuzzy
When was the last time you called in to a support line and had your call answered in a matter of seconds, by a support engineer, ready to take immediate action?
In a world where so much is automated, it’s refreshing to get a live person on the phone. On the one hand it’s the simple joy of having someone that understands the issue, calls me by name, and seems to sincerely care about getting me back on track.