Customer Support Focus
We understand that every minute of downtime impacts business productivity so each step in our support process is designed with a view to sorting issues and queries quickly. The support team is dedicated to following up on helpdesk tickets logged, and proactively keeping our customers informed with progress reports and updates.
Emydex support all our existing customers through SLAs with guaranteed response times and can offer 24×7 support where needed. All support issues are logged by our customer in a web-based Emydex support portal where they are proactively monitored by our customer service manager and assigned to the relevant support team members for resolution.
Meet our Team
Your Support Team
Jonas Betancor de Leon
John joined Emydex in May 2012 and provides 2nd level support for our customers. John has over 17 years’ experience as a hands-on Technical Specialist and is easily able to communicate on all technical issues that can arise which ensures a quick turnaround for our customers.
John is driven by customer interaction; it helps him get the full picture of what the issue is to ensure a quick resolution to the problem. A happy customer is his number one focus.
Luis Méndez López joined the Emydex Support Team as a Software Development Intern. Originally from Ribadeo in Spain, Luis has been living in Ireland since 2006.
He has previous support experience at HP and Ocuco, along with development and project management experience.
Luis holds a degree in Computer Science and a Masters in Project Management in Spain.
He is currently completing a Higher Diploma in Software Development at Dublin Business School.
Gavin joined Emydex Support Team in September 2014 through the JobBridge internship scheme. Gavin is from Ennis in Co. Clare, and he holds a Higher Diploma in Software Development from Maynooth University.
His passion for customer satisfaction and his determination to resolve issues as quickly as possible gained him a full time position with Emydex in February 2015.