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Infineer understands that customers are its richest resource and has a division dedicated to keeping the product-customer interface at the top of the priority list. The Infineer Customer Support department provides our customers with a level of support that ensures the continued smooth operation of the customer’s site. The Customer Support team consists of both support engineers and field service technicians working together to provide a timely response to any problem a customer may be experiencing. The support engineers are based at our headquarters in Bangor and are the first point of contact for any customer experiencing a problem or a technical query. The customer support team will attempt to solve the problem on the phone with the customer. The team have many years experience of Infineer products and have built up a database of past problems and their resolutions. Should the problem be of a technical nature the support team make use of remote access technologies such as direct dial up and VPN connections to allow more detailed investigation and analysis of the data on the customer’s site. The customer support team pride themselves with the knowledge that they resolve over two thirds of all problems remotely and without a need for a site visit. Some problems will inevitably require a site visit and this is when the fully trained service technicians will be despatched to visit the customer. The support team provide more than a problem solving resource to customers, they are instrumental in ensuring customers are comfortable with running their system. They can provide additional training when new staff are employed, explain how particular information can be obtained from the system and even provide a service to create reports to customers specific needs. To contact our Helpdesk tel. +44 (0)28 91 47 6022 or Email: helpdesk@infineer.com At Infineer, making sure our customers can get the information they need, when they need it, is a big priority for us. We have set-up a number of helplines and email addresses to provide customers with direct access to the person who can answer their question.
Infineer Ltd.
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Helpdesk
Tel: +44 (0)28 91 47 6000