Yalos is a consulting boutique that delivers software at scale, all around the world, with continuous operation.
We are committed to providing professional and efficient assistance to customers regarding the technical aspects of software application. Support team continually reviews its practices to improve internal operations and deliver a service that meets our customers' diverse business needs.
Our goal is to ensure client satisfaction each time they need to contact us for support by taking ownership of their request for support, including ensuring it is given appropriate visibility internally and prioritized accordingly, responding within targeted timelines, providing ongoing communication and maintaining our commitment to continuous improvement of service processes.
Support structure comprises 2 levels based on organizational requirement:
Our 1st Level Support team is the first point of contact with our customers. We handle the tickets in order to collect all the necessary details for a better understanding of the customer's problem and provide a temporary solution that customers can use until the issue is fixed.
Our 2nd Level Support team is a more in-depth support level than 1st Level Support. The team is more experienced with broader knowledge. They are responsible for investigating, isolating, reproducing and troubleshooting more complex issues by confirming their validity and aiming for a solution or finding a workaround.
We use a variety of tools such as: Mantis BT, AHA, Salesforce, GitHub, DataBox, Microsoft Azure and relational databases like SQL/PostgreSQL.
The support department is the right place for everyone who wants to start learning and developing an IT career.