Technical Customer Support

We believe that customers must be provided with timely, relevant, and satisfying technical support. With such support, they will use the services and products we provide with ease, seamlessly, and in a way that satisfies their business needs. We do this with the goal of ensuring that customers get the most out of the

products and services that we provide. We have a team that is available around the clock to answer all queries and concerns that may arise with our customers’ systems.  Sejel provides customer support experience through its integrated systems, people, and processes. Backed by our technical expertise, skilled professionals, and customer satisfaction oriented responses, we ensure that customer inquiries and concerns are handled effectively. We aim to provide assistance to ensure that our customers get cost effective and correct use of our services and products. The assistance according to our customers range from planning, installation, troubleshooting, training, upgrading, and maintenance, among other activities, that ensure the smooth running of systems.

Customers can reach us any time of day through a number of platforms, and our support team is ready to solve their problems. For those that can be handled remotely, our team will take the customer through a step-by-step process, explaining to them what they are supposed to do to resolve the issues. For those that require our presence, we always make sure we respond as soon as possible. We strive to provide same day assistance and, if not possible due to distance or other challenges, we make sure that the issues are handled within the shortest time possible. Our aim is to solve all technical problems including issues such as login or installation challenges before they can have a negative impact on the user experience.

Below are some of the functions that are performed by our customer technical support section:

  • An around-the-clock support center where customers can get assistance with normal clarifications and general inquiries. We have a knowledgeable team that is always ready to receive customer queries and provide relevant assistance. Issues not handled by this section are normally forwarded to technical personnel or teams that are in a position to address customer concerns.
  • Troubleshooting and incident management for the end users.
  • Technical help desks of which there are two levels. Level 1 handles login questions, monitors issues, and handles complaints. Level 2 deals with deeper analysis and resolves more complex technical issues.
  • Our Channeling Issues sector where deep technical issues are handled is equivalent to Level 3 and 4 help desks.
  • B2B and B2C technical support where technical assistance for both business and end consumer is provided.
  • Service monitoring which is an around-the-clock service monitoring section dealing with all systems and applications, as well as integrated services, mobile applications, and portals.
  • Field support involves a team that is available on the ground. They provide assistance with day-to-day operational issues.
  • SLA-based support which involves delivering contracted services to meet client-defined SLA.

What makes our customer technical support unique:

  • We have a dedicated team that is always willing to go the extra mile to ensure that customer systems are working as required.
  • We offer an around-the-clock multilingual and multichannel support team from our center in Jeddah KSA.
  • We have a state of the art contact center, equipped with intelligent systems and tools.
  • We are equipped with diverse customer service capabilities.
  • We employ staff that are highly trained in handling customer issues.
  • We promise a caring and listening team that takes customer concerns seriously.
  • Your privacy and the security of your confidential data is maintained at all times.

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