How we keep your network running smoothly, 24/7.

A day in the life of a customer support representative (CSR) at Interstate Telecommunications is fast-paced and filled with variety. CSRs serve as the first point of contact for customers experiencing technical issues and are always ready to step in, providing support 24/7/365. Whether it's helping a customer with a slow internet connection or troubleshooting a network outage, the goal is always the same: deliver fast, reliable solutions to ensure our customers' needs are met.

Troubleshooting with the Right Tools

A big part of the CSR role at Interstate Telecommunications involves diagnosing and solving connectivity issues. With the help of tools like EnGenius and PRTG Network Monitor, CSRs are able to keep an eye on every aspect of a customer's network.

For example, PRTG helps monitor the overall health of the network. If there’s a hardware failure or an access point goes offline, PRTG sends an alert immediately, enabling CSRs to take swift action.

Meanwhile, when a wireless network issue is detected, CSRs can quickly check the EnGenius dashboard to view real-time performance data, identify weak spots, or confirm that equipment like gateways, switches and access points are functioning properly.

Zendesk: Tracking Every Step of the Process

Once a problem is identified and resolved, it’s essential to document every step. In Zendesk, CSRs ensure that each ticket accurately reflects the actions taken to solve the issue, along with any necessary follow-up. This thorough documentation ensures that if a similar issue arises in the future, the team is prepared to address it efficiently.

Always Here, Always Ready

What sets Interstate Telecommunications’ CSRs apart is their unwavering commitment to 24/7 support. No matter the time of day or night, they are ready to assist and resolve issues promptly. Whether it’s an urgent call late at night or a routine check during the day, CSRs are always there to ensure that customers’ networks remain operational.

Experience unparalleled support anytime. Contact us now! 👉 sales@interstatenetworks.com or 770-781-4787

Our customer support is an advantage with our Managed Services. Click here to learn more about our Managed Services!

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