Call Center Support

Namtek prides itself on delivering the highest level of call center services to all of our clients and their consumers. Our support center is staffed 24/7/365 with both Tier 1 and Tier 2 technicians. Tier 3 personnel are available Monday through Saturday 8AM-5pm.

Tier I Support:

Tier 1 Support technicians monitor all gateways and authentication logs in real time throughout their shift. These technicians specialize in providing the best possible consumer experience and properly documenting each call in our trouble ticketing system. Tier 1 technicians address issues pertaining to network activation, hardware and software configuration, and general questions pertaining to logging into the network. These questions typically pertain to PC/Laptop/PDA wireless devices, operating systems, firewalls, NIC/drivers, IP/network, and configuration issues. Tier I support is also responsible for closing or escalating Trouble Tickets for each call and providing the caller with clear follow-up steps if necessary. The Tier I staff escalate calls to Tier II support if they diagnose a network outage or are unable to resolve the caller’s concerns. These procedures are documented, maintained, and stored in a call ticketing system at the Network Operating Centers.

Tier II Support:

The Tier II support desk consists of A+ network certified technicians with WiFi manufacturer’s training, who address issues pertaining to network monitoring, device responsiveness, remote management, and contacting the property for visual inspection (if required). Tier II support relies on detailed documentation and advanced remote access tools to evaluate network devices.

Tier II support is responsible for managing inspections and power cycles as well as initiating a warm hand-off to ISP for broadband issues. Tier II follows SLA procedures on a per-property basis for escalation to Tier III or our partner client per the contract.