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Knowledge Center Blog The Faces Behind the Industry’s Best Customer Support Team

The Faces Behind the Industry’s Best Customer Support Team

When you’re already scrambling to keep up with record demand, operating under more and more budget cuts, and dealing with employee morale and retention issues, the last thing you need is for your technology to go down. One way to ensure your warehouse continues to operate at peak performance is to have the very best on-call support system made up of real people who are experts in finding solutions.

Mountain Leverage’s approach to optimizing warehouses continues long past the initial assessments and implementation of new technology. Our voice picking system support team sticks with you and is just a phone call away from real-time help, whether you have a question during business hours or need a device replaced overnight.

Every one of our frontline support engineers is a seasoned voice specialist who is genuinely dedicated to resolving your issues the first time and will continue checking in on you as needed. Best of all, they’re good people. Even amid technical difficulties, it’d be hard to feel disgruntled after a phone call with these compassionate support superstars who take your satisfaction seriously.

Meet some of the world’s kindest, top problem-solvers:

 

Gail

Q: How long have you worked in this industry?

A:  Fifteen years in Voice. The first year and a half in Voice I was building the Vocollect hardware, the next six and a half I worked in IT supporting Vocollect Voice employees, and the last seven have been dedicated directly to support of Voice systems.

Q: What are the top issues you help customers address?

A: Day to day problems and needs that they encounter with their Voice systems. This spans the spectrum from loading a device profile to migrating Voice software to a new server and everything in between.

Q: What is your motivation when providing top-notch support?

A: My most basic core motivation is to ensure that the person who has contacted us for support is happy with what I do for them. That requires being invested in more than just the immediate problem. I want to help our customers to get the most out of their Voice system. For me, top-notch support means looking at the bigger picture.  A device needs a new profile, sure, I'll help you with how to do that, but at the same time I am going to check to see if your device profile may need updated, I'm going to do a once over of your Voice system while I am in there and identify anything that may indicate a possible future issue. 

Here’s what our customers say about working with Gail:

  • “Thanks to Gail for always being there when we need her.”
  • “As always, Gail found the reason for the issue!”
  • “Gail is very knowledgeable and was very helpful in providing feedback for us to use. Thank you very much!”
  • “Gail is the best!!”
  • “Gail was extremely well qualified and completely understood the issue. She diagnosed the issue with the Network Team and helped pinpoint the issue for the new Cisco Controller unit. Truly outstanding Tech Support and we were very lucky that she fielded the call.”

 

TJ

Q: How long have you worked in this industry?

A: I have worked in warehousing and logistics for 15 years, and have been on the IT side of that for eight years.

Q: What are the top issues you help customers address?

A: I help customers address the needs of their voice solutions. Sometimes the need is a problem that can be corrected, other times a change is needed so that the solution continues to meet business goals. I spend a lot of time with customers who are making upgrades to their systems and looking for expert guidance to ensure a successful outcome.

Q: What is your motivation when providing top-notch support?

A: My main motivation is to understand the issue and give customers the best set of options to move forward. I also look for opportunities where I can teach someone a useful feature of their solution that they might not have known about, which often helps them gain more knowledge and comfort with their voice system.

Here’s what our customers say about working with TJ:

  • TJ is great! Called him recently with a console issue that I had attempted to fix for 20 plus minutes and he literally identified the issue and helped us resolve it in 3 minutes.”
  • “TJ was awesome. He stayed on our meeting to make sure we were able to resolve the issue.”
  • “TJ Satterly was very pleasant and easy for him to understand the issue. We were back in production very quickly after the call.”
  • “TJ has always been a huge help to us when we are down or if I have any questions regarding the equipment. He is very quick to respond to us.”

24/7 World-Class Support

The fact is, you won’t find this level of support anywhere else. We promise to be there when you need us, 24 hours a day, 7 days a week, 365 days a year.

Here’s what our customers say about the quality of care they received from Mountain Leverage’s warehouse support team:

  • “I would like to draw attention to Gail and TJ – they really provide great assistance when it is needed. Their technical expertise is highly valued and appreciated.”
  • “The team at Mountain Leverage has a support group that keeps things running in our distribution center. We are glad to have them as part of our extended team. Thanks!”
  • “Extremely happy with the support. We had the Bluetooth go down in one of our Talkmans during a holiday week where it was a necessity and we had another one overnighted to us right away.”
  • The team promptly addressed our issue & resolved the problem in 11 minutes!”
  • “Our new VoiceLink production server is up and running now. Everything went smoothly and based on our plans. Thanks Parijat for your efforts today!”
  • “Thank you, Eric for getting me all setup with the VoiceSupervisor app. This is such a great tool. I went out to the warehouse right after I got off the phone with Eric, and one of my replenishment guys had an issue with voice not understanding him. So I was able to help him almost on the spot.”
  • “It certainly is the case that the help you’ve given us has massively improved the performance and reliability for our users.”

 

Curious how you could benefit from a support system that’s actually there for you when you need them? Send us a message and we’ll be in touch!