Troubleshooting your business internet connection? Smart, local customer support will fix it faster.

When your internet is down, every minute counts. Without connectivity, your business-critical processes in the cloud are on hold and your employees less productive. Troubleshooting the cause of a lost or slow connection can be tricky, though.? Is the internet really down or is there an issue with a firewall or a switch? Maybe a wireless access point or an ethernet cable has gone bad.

No matter the problem, most organizations start trying to solve the problem by contacting their provider.

�The key to quickly determining your connection problem is choosing a provider with a well-trained support team,� says Jim Hurst, C Spire Manager of Customer Advocacy. "At the first point of contact, many IT companies provide nontechnical staff who work off a script,� says Hurst. "They can�t help beyond what is written on their notecards.�

Getting to the provider�s technical staff who can really diagnose your problem can be difficult. �I've heard of our competitors� customers talking to a dozen reps and still not getting answers to their issues,� says Hurst. �That shouldn�t happen if the support staff is well-trained.�

When looking for an IT provider, Hurst says business leaders need to ensure the support staff meets these three criteria:

• The technical support team provides 24/7 support.
• The team is regionally based and personally knows your business.
• The first line of support is trained in technical troubleshooting.

An IT company with a strong support strategy doesn�t just plow through service ticket after service ticket. It helps you troubleshoot your problems so you can avoid downtime and meet your productivity goals.