http://weblog.eirca.net Management team hangout Thu, 16 Jul 2009 15:45:54 +0000 http://backend.userland.com/rss092 en Short and sweet post: With the company going through it's most fruitful patch ever, new client wise, I see some predictable issues occurring, especially with support. Since the turn of the year, we have experienced record growth, almost doubling our client base in the process. One thing that this inevitably leads to ... http://weblog.eirca.net/2009/07/05/record-number-of-new-clients-adjusting-support/ The first "pod" in The Genius Network is about to be put online. This will act as an immediate replacement to win02 and all accounts on win02 will be migrated to the new pod. http://weblog.eirca.net/2009/05/11/first-pod-coming-online/ It is with great sadness that I have to announce that Stiofan O'Riordan, a lifelong friend and 8 year colleague passed away on May 6th, 2009. Stiofan was involved in a vehicle accident late Wednesday night and lost his life immediately, according to the authorities. Stiofan and myself grew up together, attended ... http://weblog.eirca.net/2009/05/06/stiofan-oriordan/ Since the heavy changes have started being rung in since January 26th, we have been discussing with clients the best way we can issue support in the future. Many great idea's were discussed, with a recurring theme: Bring back live chat! Live chat is a great function, it has the ability ... http://weblog.eirca.net/2009/04/27/support-procedure-tweaks/ As most clients already know, The Genius Network is progressing at a fair rate of knots, the first major part of the introduction being the new client support portal, The Genius Portal (https://genius.eirca.net) We are looking for feedback from clients regarding the portal. Please note that you can reply ... http://weblog.eirca.net/2009/04/24/the-genius-network/ As many of our valued clients will know, we at EIRCA are going through some very big changes at the moment with many parts of our organisation coming under scrutiny from yours truly as the new manager for the Technical Support ("Signature Support"?) team. My name is Jeremy and I am ... http://weblog.eirca.net/2009/02/17/my-name-is-jeremy/ Greetings Folks: In the past several weeks I have been working with an investment firm in order to secure investment for some dramatic changes we want to make. Well, the time has come to confirm that investment and, as of today, we can confirm that the investments are now in effect. IMPORTANT: ... http://weblog.eirca.net/2009/01/26/heavy-investment-allows-for-huge-changes/ This post is something of a placeholder for further information, but here's a run-down of what is coming up in the first two weeks of 2009:1) Official introduction of The Genius Network™2) Three additional tech support staff starting, based in Australia3) New (type to be determined) servers to be added ... http://weblog.eirca.net/2008/12/27/new-for-2009/ Greetings folks:It has come to our attention over the last few weeks that ticket response times, on average, were significantly higher than usual. We believe that the main reason for this was the toll free phone system being out of sorts, which forced the ticket queues to be larger than ... http://weblog.eirca.net/2008/10/29/tech-support-info/ As part of our huge overhaul of EIRCA Live! we will be replacing the current ticket system, Ubersmith, and are almost ready to go with the new solution. The question will no doubt arise, so I'll tackle it here. Why leave Ubersmith? There's no short answer, it's due to a number of problems ... http://weblog.eirca.net/2008/06/12/new-look-support-center-overhaul/