Experienced Hardware and Software Support Professionals
The NDS support team is staffed with seasoned professionals who understand your business, not just the software and hardware. NDS recruits and retains the best and brightest minds that we can possibly find, but we don't stop there. At NDS we invest in these individuals through education, training and onsite customer experience so that they become the best support professionals in the industry. The NDS support team professionals spend significant amounts of time in the field with our customers installing and training on the products that NDS offers so they understand the customer's point of view when a call for support is placed.
The Way Technical Support Should Be Done
The NDS Support Team uses a variety of software and hardware tools to care for its customers. We electronically track every call that is placed to the NDS Support Team on our central customer support tracking system and keep a detailed customer history of these calls. Every support professional has a dedicated out-bound diagnostic modem so there's no waiting for a "modem to free up from the pool" before beginning to work on your problem. All calls are logged and recorded in our customer tracking system. The support representatives log each call's issues and results, making the troubleshooting process more efficient for the customer. The average response time is usually 10 minutes or less. The NDS Support Knowledge Base is a central repository of answers to past questions and problems that the NDS Support team can use as a quick reference guide to search out answers to unfamiliar situations. The NDS central software system allows the support team to look at the very same software screens that customers see and recreate situations that are being reported by customers.
Commitment to Excellence
No group of individuals is more dedicated to a mission of serving customers than the NDS Support teams. It is this continuous commitment to service excellence that elevates the overall NDS customer experience to a level often talked about by competitive products, but seldom reached.