Kaseya’s Global Customer Service Centre in Auckland has gone live along with a second facility in Dublin, Ireland.
The service centres will act as the primary contact points for all customer-related inquiries from the company’s base of over 5000 organisations around the world.
Based in Auckland, Beverley Parry will look after the two new service centres as Vice President, Global Customer Service. Parry joined Kaseya from Vodafone.
The two global service centres will each operate 12 – 13 hours a day, share standardised systems and provide a single point of contact with the same contact details.
Kaseya promises its customers will experience a more responsive, professional service – choosing telephone assistance, live chat or logging a ticket through the Kaseya portal – and their issue will be dealt with by the same person throughout and “almost immediately”.
Martin Ashby, Executive Vice President, APAC at Kaseya, said, “Our customer support analysts are not call centre agents, they have been recruited on the basis of both their technical knowledge as well as their customer service experience.
“Instead of just logging a job as often happens in these environments, our support agents will own and resolve an issue from start to finish whether it’s a technical fault or a billing query. This is a key point of difference that will be of tremendous value for our customers.”