Michael Bird is Paragon’s Hotline Manager. Michael has worked at Paragon for over 12 years, primarily as a senior Paragon support consultant, and moved over into the hotline role earlier this year. The Paragon Hotline gives our customers the opportunity to speak to a Paragon expert whenever they need a resolution to a software query. The Hotline is open to all customers from 8am to 7pm local time and there is a 24/7 option available.
Q: How can the Hotline help?
Michael: “We can talk customers through a range of problems, issues and queries, from using macros and setting up users to assisting with strategic planning queries. We also help customers resolve system and IT infrastructure problems. We log our conversations and share this daily amongst the Paragon Support team so that our Support Consultants are aware of any issues that they may need to look into. Because of their experience, the Hotline team should be able to find an answer to any question that a customer may have. Whenever possible we ensure that customers deal with the same person they spoke to when they raised the query, ensuring continuity of service, something we see as a unique selling point.”
Q: How can I contact the Hotline?
Michael: “We have dedicated hotline telephone numbers for both the UK and US, and an email address. Customers can also use TeamViewer or a secure VPN connection, which can help resolve issues more quickly.”
Q: What’s coming next?
Michael: “We are developing a secure extranet called Paragon World. Customers will be able to access Paragon World to find “how to” guides, consult frequently asked questions, engage in live chat and transfer files to and from Paragon among other things. We believe this exciting and dynamic venture will provide a very useful information extra resource for our customers.”
“Michael leads the Paragon Hotline team who are always ready to deal with any issues our customers may have. We believe this expert-led service is an important part of our customer care programme and the team do an excellent job of resolving any problems that come their way. We are looking forward to launching Paragon World, which will enhance our Hotline support services further,” says William Salter, Managing Director, Paragon Software Systems.
