Intralinks Technical Support team serves as the first level of escalation of our Tier 1 Support Desk. Clients may also reach us through our support hotline or through internal escalations.
Intralinks Technical Support agents are cross-trained to be able to handle calls of a technical nature, as well as all typical Tier 1 inquiries.
The members of this team are troubleshooting experts on the Intralinks product lines. Prior to fielding customer inquiries, they are required to go through a rigorous training and shadowing program, as well as achieve multiple levels of Intralinks certifications. In addition, our Technical Support agents complete ongoing training throughout the year on both product and process, on best practice issue identification, and on troubleshooting practices, all to ensure a successful and consistent customer experience.
Through training and exposure to issues, our Technical Support team has been able to take on more complex troubleshooting – helping resolve our customer issues quicker, without the need for escalating to our Application Support Engineering (Tier 3) team.
Customer comments about Intralinks Technical Support
- “[The agent] was friendly, personable, knowledgeable, listened and gave me relevant advice. Probably the best support experience I have had in many years of ‘battling’ with IT companies.”
- “The person that helped me was patient with my questions and answered everything clearly and accurately. He also followed up with instructions via email. Your support rep went beyond my expectations.”
- “Very brief hold times are really appreciated. Service reps are always knowledgeable and quickly go through solutions/steps to answer my questions.”
- “[The agent] was a great pleasure to work with and the 24/7 support is the best I have ever seen from any company.”