Yeah, that’s the Ticket
It may not be the adrenaline rush of a coveted concert ticket or the panicked thump thump of the unwanted traffic ticket, but the Client Operations’ support tickets have a special place in the heartbeat of our technology solutions. As NLP Logix’s Client Operations team channels production support tickets, they keep the steady beat of client solutions flowing. The Client Operations team exercises their problem-solving prowess daily. They are the front lines to getting our client solutions up and running during a critical outage, triaging issues and communicating the next steps to the client, and working behind the scenes on ongoing solution health tasks.
The lifecycle of a production support ticket can be described in phases:
- Issue reported or request submitted
- Triage and advanced research
- Remediation and resolution
- Root cause analysis and containment
NLP Logix, Client Enablement Director, Kristine LaBarbera said, “We’ve been incorporating additional structure over the past year on our Client Operations team, including the launch of a new ticketing system and Priority 1 process, the introduction of formalized release management, and we’re currently working to further streamline our escalation process. As a rule, we continually work towards process improvement. We have a great team with such high attention to quality and customer satisfaction. I’m looking forward to watching Client Operations grow personally and professionally as we continue to mature as a team.”
Serhii Dubynskyi, NLP Logix Client Operations Engineer, states, “Assessing common client concerns, prioritizing important complaints, and proactive client involvement are all essential components of a successful Client Operations process. Our analysts are prepared to easily handle problems with the NLP Logix ticketing system, which groups requests based on clients, priority, type, and status. When a customer reports a new issue, our agents can address it by using the proposed issue-resolution documentation from the ticketing system, and if additional steps have been taken, they can update the knowledge base steps. By doing so, our team will be better able to identify the underlying causes of issues in the future and entirely avoid them as a result.”
Ultimate Tech Leade
Kristine LaBarbera, Director, Client Enablement, was recently recognized as an Ultimate Tech Leader by the Jacksonville Business Journal, in part because of her work in establishing our Client Enablement Department
Many industries think of support as “keeping the lights on” or “baseline maintenance,” but NLP Logix views Support and Maintenance as a way to continually monitor solution health, solve problems, optimize performance and adoption, and enhance the solution over time. Client solutions are not viewed as stagnant but as constantly growing and evolving technology solutions. As environment variables change, The NLP Logix team is ready to proactively identify the changes and incorporate optimizations to keep our clients’ solutions running optimally.
Learn more about Model Performance Monitoring
Ready for a change in how your solutions are deployed and maintained?
Ultimate Tech Leade
Kristine LaBarbera, Director, Client Enablement, was recently recognized as an Ultimate Tech Leader by the Jacksonville Business Journal, in part because of her work in establishing our Client Enablement Department.
Many industries think of support as “keeping the lights on” or “baseline maintenance,” but NLP Logix views Support and Maintenance as a way to continually monitor solution health, solve problems, optimize performance and adoption, and enhance the solution over time. Client solutions are not viewed as stagnant but as constantly growing and evolving technology solutions. As environment variables change, The NLP Logix team is ready to proactively identify the changes and incorporate optimizations to keep our clients’ solutions running optimally.
Learn more about Model Performance Monitoring
Ready for a change in how your solutions are deployed and maintained?
