With over 95% of support cases being resolved within the 1st hour, NEXA’s Support Services are a formidable team.
Meet Roger Warfield-Smith: Support and Maintenance Manager
Prior to NEXA, Roger worked at IT Evolution as a Senior IT Consultant. There he Managed various customers IT Systems alleviating their need to have their own IT Departments.
He’s a MotoGP Racer at heart but has been building, remodelling and supporting computer-related hardware & software since the Commodore 64 was released.
What does a day in the life of a support services manager look like at NEXA?
- 7am: Full Systems Health Check on All AWS customer Servers from home
- 7:45am: Drop kids off at school
- 9am: Arrive in the office for Status Meeting with the team
- 9:15am to 6pm:
- Oversee all support cases
- Deal with Escalated Priority Cases
- Pre/Post Sales Support to the Sales Team
- Internal IT Support
- Procurement and Manufacturing for our Hardware Division
- 7pm: Arrive home to the wife and kids.
There is always a support person on call to ensure our Gold and Platinum accounts have non-stop access to support whenever required. This means I am sometimes on call over night. Having said that, I think my kids wake me more than any after hours calls which are usually easier to deal with than the kids!
What motivates you to keep delivering superior service to your clients?
My belief is a company is only as good as the support it delivers its customers.
I strive to make sure we work as a team and are all committed to delivering the best support possible in the quickest time. Nothing pleases us more than a satisfied customer and customers advocating for our support services.
What is the strangest support request you have had?
We don’t get too many strange requests but one that usually gets a hand to the forehead is customers seeking support to because their ‘thermal printer has run out of ink!’ NOTE: Thermal printers don’t use ink!
What is the most interesting location you have had to visit to help a client?
Personally I enjoyed my visit to the Royal Children’s Hospital Starlight Room. Such an inspiring yet sad place to be. I have also had to visit a customer in Darwin in the middle of summer. That was HOT!
How do you keep up to date with new technology offering to ensure our clients have access to the best products and support?
NEXA partnered with a couple of progressive vendors some years ago. They supply us with any newly released hardware for immediate testing. Our new offices are fitted out with a “Support Testing Room” where we test no less than 3 systems at any one time. This room interrogates all Software Updates, New Software Versions, Service Pack Releases, System Upgrades, Kiosk Builds, Infopage Builds as well as our Newly Developed bespoke software which has already passed through our Quality Assurance testing department. We also have access to Q-nomy’s highly technical team who are at the forefront of new technologies and provide regular updates to our Support team.
Can you share something you believe is unique to NEXA’s support services offering?
Besides over 95% of cases being closed within the 1st hour, NEXA can also supply support staff to be based on Customer Premises to perform SysAdmin functions.
We also carry a full set of replacement hardware to allow for any hardware failures to be replaced within 24hrs. If the hardware is under 5 years old, this is carried out at no extra cost to the client.
How often do you and your team travel to do on-site support?
NEXA visits sites continually not just to replace faulty equipment but to complete pre-emptive maintenance tasks. We all enjoy our business class lounge access thanks to some extensive flying around the country to support our valued clients.
How long does it take you to install a new Customer Journey Management system?
We’ve had installations that have only taken 30 minutes and some that take weeks.
We’ve completed single Feedback Kiosk installations, All-in-one Council Solutions running from a single Check-in Kiosk to Large Hospital deployments running multiple Kiosks and Infopages spread over multiple floors and locations. Hosted Server Solutions are probably the most involved due to the complexity of the environments we setup. We have to take into account the various customer locations, Subnets, Test, Staging, Dev and Prod Server Requirements including the level of performance and reliability demands of the customers. This has become something we have perfected in recent years with our partnership with Amazon Web Services.
If you have any questions regarding your organisations level of support, upgrades or about our wonderful team, please do get in touch.
