Guest Bloggers: Blake Cohen, Manager, Technical Support and Ben Norman, Manager, Strategic Account Support
Each K-12 district’s picture of success is as unique as the community around which they are built. Here in Schoolwires Technical Support, we believe that we succeed when our clients succeed. What does this success look like? We’ve assembled a world-class Technical Support Specialist team with over 45 years of combined experience that’s ready to respond to the diverse and ever-changing needs of our clients. Additionally, our Advanced Support Engineering team helps us out when it comes to the database and server portion of our clients’ websites. Together, our objective is to provide our clients with the tools and resources they need to be successful in achieving their goals.
Our entire Support team is passionate about, and dedicated to, client success. How do we contribute to that success? We answer our fair share of the typical how-to questions, and fulfill all of the standard website technical support needs. However, we’re also here to assist our clients in utilizing the best available tools and technologies to most effectively communicate with their parents, students, staff, and community. So, we offer more than just yes/no or step-by-step answers to their questions. A large part of our job is working with clients to understand their goals, and guiding them to define the best means to achieve those goals. This consultative approach provides a fuller understanding of the available options, and allows our clients to make the decisions that are right for their websites. But don't just take our word for it. Here's what Linda Zintz of San Diego Unified School District has to say, "It is very evident that customer service is a top priority at Schoolwires. I feel confident that the company is committed to the success of our website development."
As the need for support has changed over the years, we’ve responded. One of the more recent additions to Technical Support Services is our newly re-vamped Share Help Center. Our Technical Communications and Web Properties teams have created a new self-service help portal that provides our clients with an intuitive, friendly way to find the answers to their questions. Whether it’s a tutorial or article from the “How Do I…” tabs, an instructional video from our Webinar Library, or one of the new “APPetizers” which showcase specific features, our clients find what they need, when they need it, to succeed.
Schoolwires Technical Support understands that our clients aren’t just account numbers. They are more than a voice on the other end of a support call or words in an email request. We know our clients are continually working to develop a website that serves as an integral part of the way they connect with their staff, students, parents, and community at large. We enjoy developing strong relationships with all of our clients because strong relationships help achieve our mutual goal of optimizing K-12 districts’ community engagement.