Product Support Canada is the ‘front door’ for REMAX Canada affiliates for all things product and technology.
What is Product Support?
Product Support is a regional team of 21 individuals, divided in two Tier’s to best serve the RE/MAX network. They act as the operators to aided with any technical issues you may be experiencing, and they also act as operators in getting you connected to the right department.
Tier 1:
- The front lines who take in all incoming volume.
- They resolve ~75% of the incoming calls
Tier 2:
- The remaining ~25% of calls are sent to Tier 2 for advanced support and triage; if the Tier 2s can resolve, they do so; if not, the case moves to the next tier of support: Product Management (a team outside of Product Support)
- If the issue cannot be resolved with the tool set available Tier 2, the issue will likely require an engineer to do development work. The Product Management team oversees those efforts. While Product Support will continue to provide case updates and act as the liaison, the work is being completed by another, development-focused team.
- Tier 2 also handles problem management; they monitor for trends and incidents that are recurrent. If identified, they create a problem case to capture that the issue is affecting more than just 1-2 users and is likely systemic. From there, they partner with the Product Management team in effort to get the issue resolved holistically and timely.
Using the Product Support team for any questions or issues you may be experiencing, you will be provided with:
- The fastest average response times
- Single entry point into headquarters/no need to self-triage who to contact
- Enhanced hours of support and more methods to contact
Not only will this benefit you in your day-to-day, but this will also provide headquarters with more insight on what the network is experiencing and feeling, which leads to more customer-centric business decisions.
