When there is a need for tech support, our first option will always be to call ext. 4388.
DO NOT call coordinators directly.
If there is no answer, option 2 will be to send an email to product@carolina.com.
DO NOT send instant messages
Any voicemail or email that requires Tech Support to follow up with a customer, must include the following:
Customer name
Customer issue
Email and phone # – best time to call
Time Zone or location (city, state)
If the coordinator has questions or needs more info about a request: They will reach out directly to the CSR (by phone or email) or call 7050 and speak to a supervisor/GL.
Should the customer respond back to the coordinator with another request/question beyond the scope of tech support responsibilities, they will forward this request/question to customer_service@carolina.com to be worked in LiveHelp.
If a CSR emails a direct question (like requests for component prices or lead times for specials):
Tech support will respond directly back to that CSR via email.
If a CSR leaves a voicemail with a direct question:
Tech support will respond directly back to CSR via email.
If customer wants to order immediately after speaking with Tech Support:
Tech Support will call the main line and any CSR can process the order. Do not try to forward call to CSR who made initial request to Tech Support.
Exceptions
Living Materials or Biotechnology Support (living_tech_support@carolina.com)
