What Makes Our Customer Support Special? The Lepton NOC
August 15, 2017
Around the Clock Service
In today’s global economy, you can buy a printer, request food delivery, or have a credit card issued at literally any time, day or night. And you will often find a customer service representative available to help regardless of the hour. For any company to operate successfully on a global scale, the around-the-clock technical support team is a necessity. The same is, of course, true for satellite communications companies like Lepton, which is why we operate our Network Operation Center (NOC) 24 hours per day, 365 days per year.
Going Beyond 24×7
What does the NOC mean to us at Lepton? Perhaps second to our website, the NOC is among our most visible customer-facing assets. We hold our technicians to high standards of professionalism, technical capability, and concern for the quality of our services. Having personnel to cover a 24×7 NOC requirement is de rigueur, but we also require that each member of our team be attentive, personable, and knowledgeable about the breadth of antenna systems that our customers operate. We also encourage our staff to grow and improve; we invest in our team by providing training and certification courses to ensure competency and familiarity with various types of satellite equipment and networking platforms. Because we take an agnostic approach when selecting equipment for customer solutions – focused on their needs rather than our manufacturer alliances – our technicians must be well-prepared to service a variety of VSAT manufacturer models and form factors.
Our NOC staff truly work as a team, and each member is invested in supporting their teammates and our customers to ensure operations are successful. Being a NOC technician is not shift work at Lepton, it is a lifestyle. Our customers are looking for someone on the other end of the line who cares, listens, and really wants to solve their issues. Our technicians use a personable approach with customers; they become trusted guides in all things satellite, even beyond our service. It is not uncommon for customers to call Lepton technicians on their cell phones with questions unrelated to the service Lepton provides because they know they will receive a helpful and urgent response.
Leading with Action
At Lepton, we believe in preventing, not reacting to problems. Our strategy involves proactive network monitoring tools that keep the Lepton NOC team one step ahead of potential issues, such as weather, modem temperature, or something as simple as an Ethernet cable being unplugged. This proactive approach, as compared to the conventional reactive nature of most technical support centers not only saves Lepton and our customers money, but it reduces downtime, conserves hardware, and fosters a relationship of trust between the NOC staff and the end-user in the field. When our customers call with an issue, we are already working to resolve it.
Network Performance Monitoring (NPM) software is tightly integrated into our suite of NOC tools. Lepton has partnered with industry leading software including iDirect iMonitor® and SolarWinds® to ensure continuous oversight of our satellite network nodes. We have also outfitted our NOC engineers with the latest in radio frequency (RF) monitoring equipment, and our networking infrastructure has fully redundant power and Internet access. The robustness of our NOC ensures our NOC team will be in touch with our customers regardless of conditions.
For a service-oriented small business, it is essential to take a 21st-century approach to customer service. Lepton does so by providing high-quality, 24x7x365 customer support, by investing in our people, and by employing the latest technologies to offer proactive support.
Visit our Technical Support page to learn more about the Lepton NOC.