Technology-enabled technicians now offer high-end service that can help optimize system performance to increase customer satisfaction and reduce callbacks, ultimately facilitating business growth and improving the bottom line. Integrated and intuitive hardware and software technologies have now been incorporated into the normal flow of a technician's daily work to create a "smart technician" who is able to more efficiently and effectively respond to - and anticipate - system issues. This presentation will address some specific cutting edge capabilities offered by technology-enabled technicians, including the ability to:
• Leverage the use of cutting-edge cloud- and remote-based technologies
• Remotely access systems to pre-diagnose and troubleshoot an issue before coming onsite
• Offer honed interpersonal “soft skills” to deliver the best possible customer service experience