First Contact Fix
Spitfire Support Technicians
By exposing our Support Technicians to a wide range of technical support challenges we believe it increases their knowledge and enables them to better support our customers.
We understand the customer frustration when dealing with multiple support agents, or where the person you speak to does not have the knowledge or ability to progress your support request satisfactorily, so we have designed our support operation with the concept of First Contact Fix.
Supporting our customers
We have broken down some of the barriers of the traditional tiered support model, as we find they can restrict the ability of customer support agents to gain a wider understanding of customer problems.
The Spitfire Support Technician that answers the phone will normally be the person that is able to positively progress the customer support case.
Training is a key part of this. Support Technicians are provided with ongoing internal training and development, and in addition, all Support Technicians are Cisco Certified Entry Networking Technicians (CCENTs) or they are undertaking studies to become a CCENT.