Technical Support at Your Fingertips
When it comes to our customer’s success, no issue is too big, small or technical for our global support team. Whether you have a simple question about how our platform works or something isn’t working as expected, our team has the knowledge, experience, and determination to solve it.
The Technical Support Team will manage your reported issues from start to finish. All technical support cases are updated in real time on the Avature Customer Portal, where you will find a complete set of reports on open and closed cases.
We provide support in English, German, French, Spanish, and Mandarin, meeting the needs of our global customers.
The people at Avature are some of the most interested, dedicated, and loyal individuals looking to improve and build the company – i.e. providing the right features in the right way to their clients. Avature customer service is absolutely second to none. I’ve never dealt with a customer service group that was like Avature’s… ever.”
VP of Talent Acquisition, CBS
Meet the Technical Support Team
Our Technical Support Team has two roles: Experts and Specialists.
While Technical Support Experts cover the functionality of the Avature system, Technical Support Specialists assist customers in complex matters pertaining to specific frameworks, modules, and services. Both are part of our quality assurance (QA) engineering group and have access to our fully integrated, real-time application monitoring system.
The Avature technical support team uses a complete set of QA tools, allowing them to quickly diagnose and fix problems so your users can maintain productivity while we troubleshoot. Our team can also copy your configuration to a QA environment for additional testing using our automated test system.
Our Technical Support Team can resolve all possible defects with unfettered access to our integrations, cloud operations, and development teams.
Technical Support Process
Issue resolution begins with creating a ticket and case number in the Avature Customer Portal. If your case centers on technical defects, a Technical Service Generalist will investigate and resolve it. If your case requires a more profound knowledge of a specific feature set or module with advanced problem-solving, we will escalate it to a Technical Service Specialist.
Although the most complex support cases may require the collaboration of additional Avature engineers, the Technical Support Team will remain your primary point of contact throughout the resolution process. Note that all cases are tracked and updated in the Avature Customer Portal throughout their duration.
Cases involving requests for additional information are routed to the specific team(s) responsible for response generation. For example, certification requests are handled by the Risk Team, while requests for financial documentation are assigned to Finance. General questions about how the Avature system works are resolved directly by Technical Support or sent to your dedicated Account Manager.
Knowledge Base & Community
Avature boasts an amazing and highly active user community where you can share ideas and learn from other leading professionals. We also offer our customers extensive system documentation, “Help” guides and a virtual Training Campus that is continuously updated with videos, solution demos, customer-exclusive webinars, FAQs, and additional support articles.