Highly-trained Experts

We take an especially proactive approach to training and providing continuing education to our Support Operations Center associates. Our Learning and Development strategy is grounded in the reality that associate engagement improves job performance and increases retention, which both contributes to high productivity and exceptional quality of work.  This premise drives a long-term strategy that prioritizes successful on-boarding, alignment of programming with core values and culture, proper job training, career development support, and effective management.

Support Operations Center - Continuous Learning

Successful on-boarding begins with a best practice orientation followed by core and specialist specific training (e.g., advanced software training and site specific troubleshooting based on most common and current issues). Our internal core training program ensures that all technicians have a strong foundation prior to beginning their specialist level training as new hires and includes education and testing related to:

  • Customer Service Training

  • Problem Solving Skills

  • Comprehensive understanding of NASCENT products and solutions

  • Intermodal Rail and Marine Operations

  • SME instruction on hardware, software, and integration

  • Networking, VLANS, and subnets

  • Maintenance & troubleshooting

  • Safety procedures

  • Tier 1 & Tier 2 job shadowing

  • Electrical knowledge

  • Knowledge proficiency testing

  • Program performance standards

  • NASCENT Ticketing Solution

  • Issue escalation protocol 

On Call 24/7
On Call 24/7 - Support Representative

We are one of only a few companies in the industry that offers 24x7x365 technical and operational support.  With a fully-staffed and equipped Support Operations Center, we are able to provide a “safety-net” for the solutions that we deliver. Our Support Operations Center is staffed with over 15 dedicated support technicians who have been trained to diagnose and provide solutions to common issues.

In addition, we have 5 senior-level Support Operations Specialists with advanced technical certifications and/or a minimum of two (2) years of previous technical and customer service experience.  The primary goal of the SOC Specialist is to collaborate directly with the client and the NASCENT Customer Relationship Manager (CRM) to thoroughly understand the issue and the objectives so that expected service levels can be met and/or exceeded.

We call it SOC.
You'll call it brilliant!
Specialist Training

Specialist training is provided only after successfully core training which is assessed through a series of tests and final exams scored by NASCENT's internal but independent quality department.

  • Field Visit and Implementation Training

  • Comprehensive Software Training

  • Building AGS Environments

  • SQL Training

  • SQL Applications Server configuration

  • Transaction Data research

  • AGS Process flow

  • TOS Data communication

  • Advanced Lab Work

  • Tier 2 Mock Calls