Technical Support at Your Fingertips
When it comes to our customers’ success, no issue is too big, small or technical for our global support team. Whether you have a straightforward question about our platform or encounter unexpected challenges, our knowledgeable and experienced team is committed to finding a solution. Support is available in English, German, French, Spanish and Mandarin.
The Technical Support Team manages your reported issues from start to resolution providing real-time updates through the Avature Customer Portal. There, you’ll also find comprehensive reports on open and resolved cases, ensuring full transparency.
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.”
Richard Monastersky
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 a highly engaged 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.
