Contact Support

Technical CSM Team

Updated

Administering the Awardco platform is likely just one piece of your responsibilities, and getting the hang of every administrative aspect of the platform—whether for recognition, surveys, or rewards management—takes time. That's where our Technical CSM team comes in! They're here to quickly and easily answer your platform management questions so you can keep your focus where it matters most. Think of them as your go-to experts for the day-to-day technical side of Awardco, including platform administration for tools like Engage (Surveys).

 

  1. What is the Technical CSM Team?
  2. What Can the Technical CSM Team Help Me With?
  3. How Can I Communicate with the Technical CSM Team?

 

What is the Technical CSM Team?

Our Technical CSM team is specifically trained to provide you with hands-on guidance and platform know-how to tackle your daily admin tasks. Forget sifting through articles or waiting for scheduled meetings – you can connect with a TCSM and get real-time help via submission of a support ticket, email, or phone. They excel at walking you through platform features, big or small, so you feel confident and in control of your Awardco experience.

 

While your Client Success Manager (CSM) focuses on the bigger picture and strategic health of your program, and our Support team handles individual user issues like login help and order inquiries, the Technical CSM team is your dedicated resource for mastering the platform's administrative functions.

 

What Can the Technical CSM Team Help Me With?

  • Streamline Recognition: Learn the most efficient ways to build and upload bulk recognitions.
  • Manage Engage/Surveys: Get technical assistance with the setup, distribution, and management of platform surveys (Engage), including administration of survey content.
  • Manage Your Budget: Understand point allocation and budget management tools.
  • Handle User Data: Get guidance on resolving user file errors and keeping your data accurate.
  • Gain Insights with Reporting: Discover how to pull and interpret platform reports.
  • Customize Rewards: Navigate questions about redemption accounts and options.
  • Maintain Your User Base: Learn how to archive and restore users effectively.
  • Curate Internal Rewards: Get support building and managing internally fulfilled catalogs.
  • Refine Communication: Understand and manage the keyword excluder tool and platform notifications.
  • Enhance Your Platform's Look: Get help managing the image library.
  • Keep Things Tidy: Learn how and when to delete recognitions.
  • Delegate Effectively: Understand how to set up and manage delegates.
  • Control Reminders: Adjust reminder email frequencies and thresholds.
  • Troubleshoot Admin Access: Get guidance on admin login issues.
  • Customize Your Site: Learn how to make self-administered changes to your platform's design.
  • Update Employee IDs: The TCSM team can directly assist with these updates.

Note: If you need help with employee-related issues (such as order tracking or individual login issues) rather than technical platform help, please use the General Support Request form.

 

How Can I Communicate with the Technical CSM Team?

We've made it easy to connect with our Technical CSM team:

  1. Submit a Ticket: Click the "?" icon in the bottom right corner of your screen and select the "Raise a Ticket" link. After submission, a TCSM will get in touch with your promptly. 
  2. Zoom: Need to share your screen or prefer to talk live? Just ask for a Technical CSM's Zoom link via the support ticket, email, or phone.
  3. Email: Send your questions to <tcsm@awardco.com> from the email address associated with your Awardco admin account for the fastest routing.
  4. Phone: For quick questions, you can call them at +1(866)-504-3470. For more complex issues where screen sharing would be helpful, consider requesting a Zoom link.

The Technical CSM Team is available Monday through Friday, 8 AM - 5 PM MST. Please note they will be out of office on the following holidays:

  • New Year's Day
  • Martin Luther King Jr. Day
  • Presidents Day
  • Memorial Day
  • Juneteenth
  • Independence Day
  • July 5th
  • Labor Day
  • Veterans Day
  • Thanksgiving Day
  • Thanksgiving Day-after
  • Christmas Eve
  • Christmas Day
  • New Year's Eve

 

If you have questions that fall outside the Technical CSM team's scope, our dedicated Awardco Support Team is always ready to assist!

Related to