Wouldn’t you prefer all your technical service questions and concerns to be answered right here, in Maine, by trained professionals responsive to your needs? We agree! Jim Contardo, Pine Tree Networks Network Operations Center Manager explains, "Outsourcing initial technical support added a middleman between our technicians and customers. Creating one central Network Operations Center here in New Gloucester puts more local expertise on the phone sooner. This should result in more problems being solved on the first call, reduce or eliminate call backs, quicken dispatch time where needed, and dramatically minimize customer frustration. I know customers were looking for this change so I am very pleased it is now here."

Previously, support technicians in Canada fielded the initial call from customers for technical support. Simple problems could be addressed right away, but more involved issues were sent to more skilled support technicians at Pine Tree Networks. Unfortunately, this process often led to miscommunications and slower response times for customers. In order to eliminate those drawbacks, we decided to nearly double our support staff and assume all technical support directly.

Leading the new NOC team are the five highly skilled advanced support technicians customers currently working more complicated customer problems, network engineering, and server maintenance. These experts possess more than 100 combined years of experience with customer support. Joining this team are four new technical experts with combined experience of more than 30 years with network providers in Maine. Together, they will now evaluate, solve, and, when necessary, schedule service technicians from 7:00 a.m. – 11:00 p.m. Monday through Friday and 9:00 a.m. – 6:00 p.m. Saturday and Sunday.

Now, when you call the NOC for help with E-mail, internet connection, web site, or other issues, you'll get your problem fixed faster than ever before – usually on the very first call. If you call after 11PM, your message will be returned promptly the following morning. Customer issues related to lightning strikes, power outages, connectivity difficulties, or other outside issues, Pine Tree Network's NOC will dispatch technicians as needed during service hours to provide on-site attention.

Contardo concludes, "I am confident the people we now have in place and the system we devised to support them will give our customers the answers they want quickly. Our customers need to know that we listen to them and change to meet their evolving needs."

The Network Operations Center "answer team" can be reached with a local call to 467-1999, or by emailing support@pinetreenetworks.com. An interactive technical support chat forum will also be coming soon on our website at www.pinetreenetworks.com.

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