Ace Computers’ 6 Key Elements of Great Tech Support

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Ace Technology Partners’, (Ace Computers’) CEO John Samborski has been one of the nation’s leading experts on custom technology solutions for 30 years. One of the hallmarks of his company is excellent tech support. Following are 6 tech support elements he sees as critical.

We have always known that much of the value (of technology) lies in excellent service and support.

Ace Technology Partners’, (Ace Computers’) CEO John Samborski has been one of the nation’s experts on custom technology solutions for 30 years. One of the hallmarks of his company is excellent tech support. “Ace Computers provides the highest quality, most cost-effective technology products available,” he said. “But we have always known that much of the value lies in excellent service and support.” Following are Samborski’s 6 Key Elements of Great Tech Support.

1. Availability
Technology service calls can be emergencies. This means that a good tech support provider will be available nearly 24/7. Many repairs—mostly software fixes--- can be accomplished remotely through desktop connections over the Internet. Hardware issues can be diagnosed remotely, but nearly always must be repaired in person.

Advice: Buy your hardware and software from a company that responds quickly and has extended service hours.

2. Communication
Your support provider should be able to explain the problem and solution in terms that the average non-technical person can understand. The provider should be able to communicate with end-users that have a range of experience, personalities and job titles.

Advice: Look for a support provider that can explain issues and resolutions in terms that everyone at your company can understand.

3. Expertise
A good technical support provider must be proficient at configuring computers, hardware and software. The best support personnel are skilled detectives and resolve issues as efficiently as possible without creating more complexity.

Advice: Look for demonstrated expertise through case studies and client referrals.

4. Proactivity
The real advantage to using builders and resellers that service what they sell is that they will know your system like no one else can. Because of this, they can often anticipate issues before they occur, or at least catch them in the early stages before they disrupt business.

Advice: Look for a technology provider that stresses long-term savings over short-term costs for products and services.

5. Personalization
It’s important that technology support providers are intimately familiar with each client’s business. This includes not just the technology infrastructure, but more importantly how that infrastructure fits into what the company does and how they do it.

Advice: Insist that your support provider takes the time to understand your business before an issue occurs.

6. Thoroughness
While even the best support providers can’t always resolve complex problems during the first phone call or visit, they should be able to diagnose and fix routine problems quickly and completely.

Advice: Routine issues should be resolved with the first call or visit.

Putting this all together, look for a tech support provider that responds quickly and has extended service hours; explains issues and resolutions in terms that everyone can understand; has demonstrated expertise; stresses long-term savings over short term costs; takes the time to understand your business; and resolves routine issues during the first call or visit.

Multiple award-winning Ace Computers is a custom technology systems builder and reseller for the public sector as well as the commercial sector. It has been an industry leader since 1983. In addition to some of the finest academic institutions in the U.S., long-term clients include the U.S. Department of Energy and the U.S. Department of Defense. Ace Computers builds custom technology with the same components that top manufacturers use without the premium price. Its principal, recognized industry expert John Samborski, is an alumnus of Intel’s prestigious board of advisors. In addition to its Greater Chicago headquarters, Ace Computers has locations in New Jersey, Wisconsin, Minnesota, Idaho, and Nevada. To contact Ace Computers, call 1-877-223-2667 or 1-847-952-6900 or visit http://www.acecomputers.com.

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For media inquiries, contact Jean Van Rensselar at Smart PR Communications;
630-363-8081; jean(at)smartprcommunications(dot)com

For Company Background, visit: http://www.acecomputers.com/aboutus.asp

Ace Computers on LinkedIn: http://www.linkedin.com/company/98135?trk=tyah
Ace Computers on Facebook: http://www.facebook.com/#!/AceComp

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Jean Rensselar
SMART PR Communications
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