If you haven’t joined the millions using online support, there may not be a better time. Local experts tell us
that anywhere from 30-70% of their technical support is conducted online with that percentage growing rapidly.
"Applications today are very much lending themselves to online support," says Kevin Stroud, President/CEO of NexLAN. "Microsoft Terminal Services and
Remote Desktop Services have greatly reduced the requirements to be onsite at a client. At least 50% of our support calls are initiated via e-mail. Half of those
are completed entirely by e-mail."
NexLAN is a Midwestern regional mid-tier accounting software value-added-reseller. It is Vermilion County’s only Microsoft Certified Partner and
Danville’s sole business-only Internet Service Provider.
Richard L. Woodard, owner of Woodard’s Computing Services, says that 100% of the people that work for him utilize the internet for customer support for
people who have access to high speed internet connections. This kind of support is available 24/7.
"Besides the normal day to day support, we also specialize in the areas that are usually overlooked," says Woodard. "Disaster recovery and what it really
means to a business. We have more than 23 years experience in showing our clients areas that a small business can utilize more of their technology in. Usually things and
ways they might not have thought of."
Walgreen’s National Accounting Center, located on Voorhees in Danville, is the physical location of the Walgreen’s Help Center. The Center provides
complete technical and logistical support for all Walgreen’s stores across the United States and Puerto Rico.
"Walgreen’s Customer Support Representatives (CSRs) support all the computer systems in our stores, including the pharmacy, the Point of Sale system, and
digital photo processing systems," explains Kelly Bridgewater, Walgreen’s Help Center Manager.
"We also provide assistance with every aspect of our stores: heating and air conditioning, lighting, construction projects – you name it, we support it!"
Walgreen’s has an interesting approach in selecting the best employees for this area. "Many of the people who make up the Walgreen’s Help Center know
little to nothing about computers or other technology before they come to work for us," says Bridgewater. "We search for people with a background delivering high
quality customer service and support, but we're always delighted to find people who have a combination of good technical or computer skills as well as customer service.
All new employees go through an in-depth training program designed to familiarize them with our company, the systems we support and the procedures we use to ensure
Walgreen’s stores are always ready to serve the public."
There are some things to consider as you take advantage of online support, according to Bridgewater.
"Describing a problem fully is one of the keys to using on-line resources effectively and reducing the number of possible answers to a specific problem.
For example, describing a computer with smoke coming out the back as ‘not working’ is correct, but not quite enough – there are numerous reasons why a computer might not
be working. Describing the same problem as ‘computer on fire’ or ‘smoke coming from computer’ would get more specific results and lead to a quicker resolution."
For more information about immediate position openings in these and other Vermilion County businesses, visit
www.442JOBS.com or call 217.442.JOBS.