Support is perhaps the most fundamental area of a SaaS. It is therefore expected that they receive hundreds of emails a day with inquiries or doubts. Getting this process right can make the difference between an immediate solution or a long wait and confusion.
Due to this, we would like to provide you with a few brief tips on how to execute any type of question or problem with the best results. This way, our customers, and any customer of a software vendor can learn the most optimal way.

New York – July 28th, 2021

Always use the Support alias

It may sound obvious, but some people tend to communicate any inquiry by using the company’s generic mailing. However, its real purpose is to get more information about the services the company provides.
In Athena Systems, Support mail is support@athenasystems.com. By using it, your mail will arrive to every member of the team. And depending on where you live or the time you send it, it will be handled by one of our offices in Asia, Europe or America. This way, a maximum speed is guaranteed..

Don’t try to reach out one specific person

 

As mentioned before, the Support team is permanently working on inquiries. One member may be out of the office due to any circumstance. Due to this, we recommend you always send the message to support@athenasystems.com and begin the subject line with the name of the person you would like to contact in parentheses. If that person is available, we assure you that he or she will be the one to assist you. But solving your problem, no matter who, is a higher priority for us.

Don’t send multiple inquiries in different mails

If you find multiple issues with Spark or any of our products, please add new items to the previous email. This will ensure that the most recent email will include a complete list of all questions and concerns. We want to ensure that our team members are focusing their time on your problems and not on trying to find lost emails.

 

About Athena Systems

Athena Systems is the provider of Athena Spark, the leading solution for investment decision support and automation. Athena provides managers and prime brokers with complete front office and back office functionality to ensure their trading and portfolio management operations are handled as efficiently as possible.
Used by 50+ firms globally, Athena uses state-of-the-art technology to provide Portfolio Analytics, Risk, P&L, Compliance, Order Management & Accounting while providing security, control and integration beyond compare. Athena has offices in New York, Boston, Madrid, Austin, Texas, Mexico, Ho Chi Minh City, Vietnam and Málaga, Spain

For more information, please visit www.athenasystems.com, email info@athenasystems.com or call us at +1 866 655 2663.

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