Service is a top priority at Teltek and since this is an aspect of the business I am closely connected to as interim Service Coordinator, I thought you might be interested in learning the inner workings of Teltek’s Service Department.
Most importantly, you need to know that troubleshooting and repair is one of our great strengths and each call that comes in is addressed as quickly as possible. We understand the need to have reliable communication and we are always here to get you back on line!
Requests for service can be made one of two ways; by emailing us at firstname.lastname@example.org or by calling our main number of 410-552-6580. When you call Teltek, you will be greeted by a live person, not an automated message. We care about our customers and want to make sure they know that they are getting the best customer service possible.
If you are reporting a problem, it’s helpful to have the following information on hand:
1. a brief description of the issue
2. the amount of time the issue has been present
3. what type of phone system you have
4. call examples (dates, times, number called, number called from, etc)
After we collect all the necessary information, we will create a service order and formulate a plan of attack. Occasionally, we may suggest a simple solution for you to implement immediately. Other times, we will need to consult with our certified technicians. Once a technician has been apprised of your situation, he will attempt to fix the problem remotely if this is possible.
We always try to troubleshoot or repair remotely since that saves our customers time and money, but if necessary, we will dispatch a technician to your site for evaluation and repair. While we will address your problem as quickly as possible, we do need to prioritize the calls that come in. If a customer’s system is offline and non-functioning, that will be handled before a customer request to change a voice mail password.
The timing of a site visit will also depend on the availability of our technicians. They are often scheduled for installations and maintenance visits weeks in advance and we try to keep the scheduled appointments where they are, but can rearrange appointments in the event of an emergency.
If you are not a current Teltek customer, we are still happy to help with your Avaya or NEC phone system or your IT issues! Contact us anytime for our rates and availability. On our website, you will find a complete list of the telecom services and IT services we provide.
Teltek is a Certified Avaya Business Partner, NEC Dealer, and Microsoft Partner with two locations in the Baltimore Metropolitan area. We specialize in providing one call technology support for small to mid-sized businesses and nonprofits in Maryland, Washington, DC, Virginia and Pennsylvania.