Technical Support & In-Field Services

CIG’s team members are trained to provide full technical service and support for all the products we sell. Customer Service Representatives undergo extensive product line training and are authorized to provide 100% customer satisfaction.

CIG offers three tiers of support to fit the needs of our customers:

Tier 1 Technical Support

  • Dedicated support team for troubleshooting the most common product related questions
  • Immediate access to Tier 2 support

Tier 2 Inside Technical Support Team

  • Each member averages more than 15 years industry experience
  • Technical strategies to resolve issues
  • Product support - toner, ink, ribbon
  • Escalated evaluation
  • RMAs & Reporting
  • Hours of operation: Mon - Fri 7 am - 7 pm CST

Tier 3 Field Resolution Team

  • Nationwide service dispatch
  • Product support – toner and ink
  • Service dispatch Mon–Friday 7 am–7 pm CST
  • Pre-sales & post-sales support

Help Desk Services

Helping your customers solve their issues, as if we were one of your employees!

Many organizations have difficulty staffing a highly skilled technical support team to service their customers and partners. Our Help Desk Services blends into your current business operation.

Our Custom Branded Help Desk offers you turnkey, skilled customer service focused on 12x5 technical support. Our Help Desk team will identify themselves as part of your organization and follow each case to completion.

Custom Branded Help Desk includes:

  • Custom branded and designed web portal for both customers and staff
  • US-based, in-house full time employees whose only job is technical support
  • 12x5 coverage, extended coverage available for additional fees
  • Online live support chat capabilities
  • Complete web-based ticket tracking and reporting solutions

 

  • Custom SLAs
  • Shared Help Desk, our team works seamlessly with yours to provide you the control you need
  • Customer surveys sent as ticket is closed
  • Nationwide dispatch

Cartridge-Support.com

Quickly find the answers you need when you need them

A user-friendly website with self-guided product installation and troubleshooting videos dedicated to answer all support related questions. These self-guided videos are developed by our highly skilled technical support team, which enables customers to properly identify and solve any issues that might occur when using our products.

Visit cartridge-support.com

Training Services

The industry’s most respected training programs

CIG offers a variety of online and onsite training courses. From training field technicians to providing customer service training for dispatch and customer support personnel, we offer a comprehensive line of training programs and certifications to fit your organization’s needs.

Training Services include:

  • HP® and Lexmark® Laser Printer Training (classroom or onsite) - These interactive training courses are taught by highly experienced instructors and provide a basic introduction to printers and printer repair. This class prepares you for the tests required for authorization.
  • CompTIA Customer Service Skills Training (online) - Designed to give your engineers and help desk the professional customer service skills they need, this comprehensive training focuses on helping your employees interact positively with customers in the field.
  • CompTIA Authorized Service Center ASC Gold - As a global, vendor-neutral credential, the CompTIA Authorized Service Center ASC Gold certification proves to clients that their technicians are knowledgeable, capable professionals. Certified organizations can typically handle more service calls and are more comfortable dealing with technology changes and customer complaints. Businesses that employ certified individuals report higher customer satisfaction and lower customer turnover as well as post increases in one touch resolution.

MPS Professional Training Solutions

  • Selling MPS - Designed specifically for business development representatives, this training course offers an advanced sales education forum to help you penetrate the print management market.
  • Servicing MPS - Specific to the business owner of Services, this all-encompassing training program focuses on proven methodologies that drive profitability and operational performances within the MPS Services organization.
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