Online Service Request
Phone: 847.427.2365
Tollfree: 877.790.1222

CCC Technologies Customer Support Unit Essential Functions

• Applies knowledge and experience in analyzing that data received will obtain the desiredoutcome for the customer
• Coordinates with field service personnel for service activity
• Utilizes alternate resources and approaches to resolve issues where the solution is not readily available
• Cultivates strong customer relationships at all levels
• Maintains ownership of issues to resolution and provides follow up to ensure total customer satisfaction
• Statuses and closes activities
• Provides performance reporting to internal and external customers
• Documents processes and procedures
• Interacts with other internal groups as necessary to provide work class service

Customer Support Unit (CSU)

The CCC Technologies customer support group provides a 24 hour, 7 days a week single point of contact for all event calls on the Avaya system and subsystems. An event is a trouble call or Help Desk inquiry. The event reporting process includes call-answer, event recording, event logging, problem coordination and resolution, parts ordering, vendor coordination, customer status, ticket updating, remote trouble resolution, where feasible, and ticket closure.

All customer events should be reported to the CSU.