Have you ever had an experience where you call support for a company and you get the feeling that they don’t understand you or that they’re not listening to your problem? You will never have this experience with JewelCode Support.

Who am I speaking with?

When you speak with a JewelCode Support Representative you are speaking with a W-2 employee of JewelCode, not an outside support company. You are working with someone who lives in the US or Canada. Each Support Representative participates in a full training program before they speak with a client. The training starts with learning what care managers do and how they work with their clients. After they complete the training about what care managers do, they attend a meeting with a professional care manager where further discussion, from the perspective of the care manager, occurs.

The second phase of training involves learning how the JewelCode software works for care managers and how they use it in their business. The third phase delves deeper into the product and how it works and involves ongoing training sessions with a JewelCode trainer. The final phase of the training is when the support person takes imaginary information that we provide about a client and creates a full client records with assessment and care plan information and then presents that to our management, who asks them tough questions through the process.

As the support person starts working with clients, they have a senior support representative next to them to provide assistance. When they both feel that the support person is ready to work with clients the shift is made and they become a support person who handles support questions from clients directly. Regular feedback is requested from clients.

There are various levels of experience, within support, and sometimes a support person will need to get assistance from a more experienced technician, for a question that is challenging for them, and they will let you know that and they will get back to you quickly, our goal is to have everything settled the same day that you requested assistance. This is the way of life for most people, it is impossible for any single person to know everything about technology.

What Are My Support Options?

When you purchase a product from JewelCode, you are offered your options for support. If you opt not to purchase a support plan from JewelCode then you will automatically be on Time and Materials Support. This means that you are able to contact JewelCode for support and your support time is billed at the time of your support. Support representatives will tell you the charge for the support call and will take your credit card information for billing, before supporting you. There is one paid support plan option.

Support is open from 9 a.m. to 6 p.m., Pacific Time, on Monday through Friday. Support is closed on all Postal Holidays, Thanksgiving, the Friday after Thanksgiving, Christmas Eve, Christmas Day, New Year’s Eve and New Year’s Day. If you have a support plan with JewelCode, there is a 4 business hour call guarantee time during the hours listed above.

To see how you can access support, click here.

What Sets JewelCode Support Apart From Others?

JewelCode employees all understand the work that you’re doing and how the software fits into your work. They will listen to your issue and will work with you to support the issue. They will never be impatient or unkind. Nobody at JewelCode will ever raise their voice to you. We have struggles with technology as well and so we understand the need to find a knowledgeable and friendly voice on the other end of the phone.

How Do you Do Support Me?

We have several tools available for support. Sometimes we’re able to answer the support question via e-mail and get you going right away. Other times, it requires that we log into your computer, with you granting the permission on your side, so that we can look at the issue with you and help fix it or show you what needs to be done. Either way, we take the time that you need to feel comfortable with the answer. If you feel that you would like more training in a specific area then we ask you to schedule that time with a trainer so that the support people can continue providing the ongoing support and the trainer can schedule dedicated time that is not cut short by the support needs of other clients.

We enjoy helping our clients and it shows!