24/7 Tech Help Desk
The number one reason students drop out of online learning is the lack of immediate technical support. We provide a live 24/7 help desk for students. The help desk personnel are available via phone, live chat, and e-mail.
Each help desk professional takes "ownership" of questions or problems until they are successfully resolved, even if the problem is not related to the LMS. The student can retrieve his/her username and/or password automatically, thus freeing up the help desk staff to deal with other student concerns.
Our help desk professionals are friendly, knowledgeable and courteous. Since we are a live around-the-clock operation, our response time is immediate. We monitor the system 24/7 and can make rapid staff changes to deal with any overload emergencies should they occur.
Instructors need to spend their time working with students, not struggling with technology. Our 24/7 professionals are trained to help instructors as well as students. They pride themselves on helping instructors accomplish the task of teaching. Support is available 24/7 via phone and e-mail.
Our help desk professionals take ownership of each call and work to assure that each instructor gets the support that they need. Questions that relate to the functionality of the LMS are usually handled immediately. Questions about instructional design or online pedagogy are generally referred to our instructional design staff and are handled quickly.
All help desk staff members are fully trained and are prepared to work as if they were a student, an instructor or an administrator and rapidly solve any problem or answer any question.