Dear valued Atlas Gentech partner,
I am excited to announce the official launch of our new Technical Support service which went live in recent days. The team at Atlas Gentech have always strived to provide an industry leading technical support service, with this focus in mind we are very pleased to announce the details of our new and improved technical support offering.
By amalgamating the Security and CCTV technical support teams of Anixter owned businesses, Atlas Gentech New Zealand and CSD Australia, we are now able to provide an even more comprehensive technical support solution. Our new service includes longer support hours, improved technology, increased resource and the capability to soon deliver an exciting array of new professional services which we believe will add tremendous value to all channel partners.
How does it work?
When a request for Security and CCTV technical support is made, any one of our technical services agents across Australia or New Zealand could answer the request, and irrespective of their location, the team are ready and equipped to offer the best possible support.
Although similar, there are some upgrades to the support process:
- When calling 0800 732835 or emailing agsupport@atlasgentech.co.nz you will be prompted for the brand or category you require assistance with – all available agents across ANZ will receive this contact request.
- If all agents are on the phone, please leave a voicemail message outlining the details of your support request. Our new automated support system will create a support ticket with this voicemail and an agent will call, or email, you back as promptly as possible.
- The technical support queue is closely monitored by technical support management to ensure all support requests are handled as effectively and efficiently as possible.
We understand technicians are often on site beyond 5.00pm, with this in mind we now offer extended technical support hours. Our support team will now be available for your calls and emails between 8.00am and 7.00pm, Monday through to Friday.
Our technical support is provided by a team of 36, comprised of 28 technical support agents, 6 high level product specialists and 2 management staff. The team are well trained and hold experience on all Atlas Gentech’s major brands.
We have heavily invested in communications and knowledge-based support technology that assists our team with efficient workflow management and technical knowledge retrieval. In short this will enable our technical support team to assist our partners more effectively and efficiently.
This is a fantastic development for both Atlas Gentech and you our valued channel partners. I am proud to be able to announce this new era for Atlas Gentech technical support.
If you would like to discuss our new technical services solution please do not hesitate to contact your Account Manager, Regional Manager or myself directly.
Best Regards,
Andy Brown
General Manager NZ - Sales