At ITI, we understand the importance of seamless support for our customers. That's why our support teams work hand-in-hand with our On-site Service Repair and On-site Service Swap team to provide a smooth experience.
Our support teams are comprised of L1 customer service representatives (CSRs) and L2 technical engineers (TS). The CSRs serve as the primary point of contact, managing scheduling, basic troubleshooting, and resolution for on-site repairs and swaps. They also handle call routing and escalation as needed.
The TS team, meanwhile, provides advanced technical support to our field technicians on-site. These specialists are well-trained and equipped to handle even the most complex technical issues.